Technical Support Representative (SaaS, Basic HTML/CSS)

About the role

The Technical Support Representative will provide first‑line assistance for our SaaS platform, handling incoming tickets, troubleshooting basic issues, and ensuring a smooth user experience. The role is based on‑site in Quezon City and requires a solid understanding of HTML and CSS to address front‑end related queries.

Key responsibilities

• Receive, diagnose, and resolve Tier 1 support tickets submitted through the ticketing system.
• Escalate complex issues to the Tier 2 team while maintaining clear communication and documentation.
• Create and file Jira tickets for the Research & Development team when bugs or feature requests are identified.
• Collaborate with product and engineering teams to verify resolutions and close tickets efficiently.
• Maintain accurate records of interactions and solutions in the support database.

Required profile

• Strong interest in SaaS products and customer support.
• Basic knowledge of web technologies, particularly HTML and CSS.
• Good written communication skills in English.
• Ability to work on‑site and follow defined support processes.

Required skills

• HTML
• CSS
• Jira ticketing system