Customer Support; SaaS | Philippines

Overview

This role is a great fit for someone who is detail-oriented, passionate about communication, and adept at navigating customer inquiries.

We are looking for a savvy communicator to join our growing Product Support team. In the role of Off Hours Support Analyst, you will have a direct impact on the business by ensuring our customers receive a prompt reply to all inquiries during our off hours.

You’ll need to be able to quickly assess customer inquiries and triage them based on our defined severity levels. For inquiries that are most urgent, Severity One issues, you will need to act with a sense of urgency to elevate those internally. Equally important, you’ll need to use your exceptional communication skills to provide assistance to customers using our help‑center resources.

Provide excellent support to customers by triaging customer inquiries, escalating urgent requests and providing appropriate help‑center articles.

Attributes of a great candidate:

• Experience in the technology industry or a B2B SaaS startup environment preferred
• You are a skillful communicator and recognize every interaction as an opportunity to create a positive experience
• You always have the customer’s needs in mind and act with a sense of urgency
• Experience with key customer‑facing software:
  Zendesk or equivalent ticketing system, Slack, Google Workspace or equivalent productivity tools
• Preferably with SaaS or Tech knowledge

At Peak Support, we are dedicated to providing exceptional service to our clients and an exceptional work environment for our team members. We don’t do this with ping‑pong tables or video games. We build a positive, encouraging and performance‑driven culture that enables our team members to build rewarding, long‑term careers. We’re proud that our Glassdoor rating of 4.5 is the highest in the Business Process Outsourcing industry.

Peak Support offers all the convenience of working from home, with the benefits of working for an established organization with an exceptional team and tremendous opportunities for growth. Peak Support has been 100% remote since day one, so we have built a culture and a set of processes that support the success of our remote team members.