芭乐视频

Advanced Customer/Technical Support Rep (Software/SaaS)

Job Description

Technology built to amplify impact, not just efficiency

Our client is a US-based software organization recognized for delivering purpose-driven SaaS solutions that support nonprofits and mission-led institutions at scale. Their platforms power fundraising, donor engagement, case management, and data-driven decision-making for organizations working across social good, advocacy, and community development. Trusted by thousands of nonprofits, their technology helps teams operate smarter, reach more people, and drive measurable impact.

Joining the team means contributing to software that directly supports meaningful causes-working alongside global professionals who value innovation, collaboration, and using technology as a force for good.

Job Description

As an Advanced Customer/Technical Support Representative, you will provide expert assistance across multiple software products, supporting customers through email, chat, and phone. You'll troubleshoot technical issues, collaborate with internal teams, and ensure customers receive timely, accurate solutions-all while championing technology that helps organizations make a difference.

Job Overview

Employment type: Full-time
Shift: Night shift, weekends off
Work setup: Onsite - Clark, Pampanga

Exciting Perks Await!

Day 1 HMO coverage with free dependent

Competitive salary package

Night differential pay to maximize your earnings

Prime office location in Clark, Pampanga (conveniently accessible by PUVs, with nearby restaurants and banks)

Fixed weekends off

Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with a minimum of 6 months company tenure.)

Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)

Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)

Unlimited opportunities for employee referral incentives across the organization

Standard government and Emapta benefits

Total of 20 annual leaves to be used at your discretion (including 5 credits convertible to cash)

Fun engagement activities for employees

Mentorship and exposure to global leaders and teams

Career growth opportunities

Diverse and supportive work environment

The Qualifications We Seek

Minimum of 3 years' experience in Customer Service, Technical Support, or Application Support, with a strong passion for customer satisfaction

Experience providing support for software applications or SaaS customers

Experience using Salesforce, Zendesk, Intercom, or similar CRM tools

Familiarity with client products such as Salsa Labs, Network for Good, Every Action, Apricot, or ETO is a plus

Proficiency or familiarity with a coding language such as HTML/CSS or SQL is advantageous

Previous experience in teaching or training, including mentoring, tutoring, and/or software support is a plus

Strong technical troubleshooting skills

Ability to provide excellent administrative support to nonprofit organizations

Strong initiative and independence, with the ability to research and troubleshoot proactively while knowing when to ask for support

Your Daily Tasks

Master multiple software products to provide expert customer assistance

Deliver exceptional customer support across email, chat, and phone channels

Address customer inquiries promptly and professionally

Identify, document, and escalate technical issues to internal teams as needed

Ensure timely ticket escalation to appropriate departments

Collaborate closely with the Customer Support team and cross-functional teams to meet customer needs

Demonstrate strong communication skills, analytical thinking, and problem-solving abilities

Champion the mission of technology that empowers organizations to do good

Welcome to Emapta Philippines!

Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment.

Apply now and be part of the #EmaptaEra!

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