Technical Support Representative

Responsibilities

• ▹Respond to customer inquiries through email, chat, and ticketing platforms
• ▹Troubleshoot technical issues related to software platforms, websites, and integrations
• ▹Review HTML and CSS to identify display, formatting, or implementation issues
• ▹Reproduce reported issues and document findings for escalation
• ▹Work closely with Product, Engineering, and Customer Success teams
• ▹Investigate root causes and provide clear, actionable solutions to customers
• ▹Maintain accurate records of customer interactions and technical resolutions
• ▹Monitor support queues and ensure SLAs are met
• ▹Create and update internal documentation, troubleshooting guides, and knowledge base articles
• ▹Identify recurring issues and recommend process or product improvements
• ▹Assist customers with platform setup, configuration, and best practices

Requirements

• ▹Excellent English communication skills: verbal, written, and reading
• ▹Previous experience supporting SaaS, eCommerce, or web-based platforms
• ▹Strong troubleshooting and problem-solving skills
• ▹Working knowledge of HTML and CSS
• ▹Experience using ticketing systems such as Zendesk, Freshdesk, Intercom, Gorgias, HubSpot, or similar
• ▹Ability to investigate technical issues and clearly explain solutions to customers
• ▹Strong attention to detail and documentation skills
• ▹Ability to work independently in a remote environment

Nice to have

• ▹Experience supporting Shopify, BigCommerce, WooCommerce, Magento, or similar eCommerce platforms
• ▹Familiarity with browser developer tools and website troubleshooting
• ▹Basic understanding of APIs, integrations, and web applications
• ▹Experience working with customer success or implementation teams
• ▹Exposure to JavaScript or other web technologies

What we offer

• ▹Competitive salary of 360,000-840,000 PHP annually
• ▹Fully remote, long-term opportunity
• ▹Stable full-time schedule
• ▹Clear processes and structured work
• ▹Opportunity to grow into higher-level roles

About the company

Aidey is an AI-first Business Process Outsourcing company that remotely delivers customer experience, technical success, back-office, and sales services from the Philippines for ambitious AI-native companies, trusted by global brands including Nokia and Wix.