Technical Customer Support Specialist - Client: SaaS Forms Platform

Department: Boutique Client

Employment Type: Freelance

Location: Philippines

Reporting To: Client via Magic

Compensation: $7.00 / hour

DescriptionAbout the ClientOur client is an innovative low-code platform that enables tech companies to build customizable, developer-friendly forms for their products. Born from experience at Robinhood, they help product teams create sophisticated form experiences that match high user expectations. Their platform bridges the gap between simple form builders and complex hand-coded solutions, serving customers across fintech, ecommerce, and technology sectors.
\nWhy this role exists
This position exists to provide technical support for a growing SaaS platform, ensuring customers can effectively implement and utilize the form-building solution. The role will help maintain high customer satisfaction by resolving technical inquiries, analyzing platform issues, and collaborating with the development team for continuous improvement.

The Impact you’ll makeTechnical Support\nResolve customer inquiries via email and forms\nAnalyze and troubleshoot application issues\nDocument and escalate technical problems\nProvide implementation guidance\nSupport customer success initiatives\nProblem Analysis\nInvestigate technical issues\nReport bugs to the development team\nTrack and document solution patterns\nIdentify improvement opportunities\nCreate support documentation\nCustomer Communication\nMaintain clear technical communication\nUpdate customers on issue status\nProvide step-by-step guidance\nDocument customer feedback\nShare product enhancement requests\nQuality Assurance\nTest reported issues\nVerify bug fixes\nMonitor customer satisfaction\nTrack resolution metrics\nMaintain support standards\n

Skills, Knowledge and ExpertiseRequired:\n2+ years of technical customer support experience, preferably in SaaS/technology companies\nProven track record of problem-solving in a technical environment\nExperience using ticketing systems or customer support platforms\nBachelor's degree in IT/Computer Science or equivalent practical experience\nStrong troubleshooting and analytical skills with documented examples\nWFH Set-Up:\nComputer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up.\nInternet speed of at least 40MBPS\nHeadset with an extended mic that has noise cancellation and a webcam\nBack-up computer and internet connection\nQuiet, dedicated workspace at home\n\n\nYour Superpowers:\n
Technical Skills:\nSaaS platform knowledge\nTechnical troubleshooting\nBug reporting\nDocumentation skills\nEmail management\nSoft Skills:\nCritical thinking\nProblem analysis\nClear communication\nAttention to detail\nCustomer empathy\nYou should apply if… \nYou're passionate about technology and problem-solving\nYou enjoy helping customers succeed\nYou have strong analytical abilities\nYou're detail-oriented and thorough\nYou can explain technical concepts clearly\nYou thrive in a fast-paced startup environment\nWhat to expect...
Work Setup:\nRemote position\nMust have a reliable internet connection and a quiet workspace\nRequired to provide own computer with Intel Core i5 or something similar or higher operating system\nWorking Hours:\nMonday to Friday from 9 AM to 5 PM PST (Pacific Standard Time)\n40 hours per week\nCompensation:\n$7 per hour\nNo benefits package included\n

Benefits