- Location
- Central Luzon, Philippines · published · Central Visayas, Philippines · Western Visayas, Philippines · Eastern Visayas, Philippines · Davao Region, Philippines · Northern Mindanao, Philippines
- Type
- Full-time
- Department
- Customer Service
- Source
- Workable
Description
Work From Anywhere in the Philippines
Work Schedule: PST | 7:00 AM – 4:00 PM, Sunday to Thursday (Tuesday to Saturday during the first 2–3 weeks of training)
About Pearl Talent
Pearl works with the top 1% of candidates from around the world and connects them with the best startups in the US and EU. Our clients have raised over $5B in aggregate and are backed by companies like OpenAI, a16z, and Founders Fund.
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About the Client
A US healthcare technology company running an API-driven platform is hiring a Tech Support Specialist to own front-line technical triage and turn client-reported integration issues into clean, complete escalations.
The client serves US-based customers in a HIPAA-regulated environment with a structured support organization and defined Tier 1 to Tier 2 escalation paths. A company-wide migration from Zendesk to Salesforce is underway over the next 2–3 months, and systems and processes evolve on roughly a two-month cycle as the platform scales.
About the Role
This role handles 20–30 tickets daily plus roughly 10 short inbound calls, reviewing client-submitted API payloads and requests, identifying missing or incorrectly filled fields, and determining whether an issue is a bug, a user error, or a configuration problem before it reaches Tier 2. This is a Tier 1 position with strong technical fundamentals, not a Tier 2 role requiring log analysis or system-level debugging. Success means matching existing team performance benchmarks within 2–3 weeks and demonstrating efficient, well-documented technical escalations within the first 30 days.
Core Responsibilities
Technical Triage & Escalation
- Review client-submitted API payloads and requests to identify missing or incorrectly filled fields.
- Run first-line troubleshooting steps and guide clients through resolution walkthroughs before escalating.
- Classify each issue as a bug, user error, or configuration problem.
- Package complete context and replication steps so Tier 2 does not need to re-triage.
Ticket Management
- Manage 20–30 tickets daily with clear, professional written responses.
- Maintain ticket hygiene by updating statuses accurately and closing resolved issues promptly.
- Track open bug tickets and escalate when immediate closure is not possible.
- Meet or exceed team benchmarks for response time, resolution time, and customer satisfaction.
Phone Support
- Handle approximately 10 inbound calls per day, averaging 2–4 minutes each.
- Resolve technical questions in real time over the phone with US-based clients.
- Translate technical findings into plain language for non-technical callers.
Platform Migration & Tool Adoption
- Support the company-wide transition from Zendesk to Salesforce over the next 2–3 months.
- Apply prior Salesforce experience to shorten ramp time during the migration.
- Adopt new tools and revised processes as the support stack evolves.