Customer Support Specialist (Wild Apricot)

TL;DR

Customer Support Specialist (Wild Apricot): Managing client relationships and providing technical support for a member-management SaaS platform with an accent on troubleshooting software issues and user training. Focus on resolving technical inquiries, collaborating with product teams on bug reporting, and ensuring high-quality service in a fast-paced environment.

Location: Must be based in Cebu, Philippines. Role is hybrid.

Company

A global provider of cloud-based software solutions dedicated to helping purpose-driven nonprofits and associations manage their communities and operations.

What you will do

• Build and maintain strong client relationships through responsive and expert support.
• Troubleshoot and resolve complex technical issues reported by users.
• Train clients on the configuration and effective use of the platform.
• Provide status reporting on active support cases.
• Work closely with the Product Development team to report bugs and suggest product improvements.

Requirements

• Must have legal eligibility to work in the Philippines without sponsorship.
• Strong proficiency in MS Office suite (Word, PowerPoint, Excel, Outlook).
• Proven experience with HTML and CSS.
• Ability to interpret technical jargon for non-technical users.
• Strong problem-solving skills with prior experience in software application support.
• Excellent verbal and written communication skills.

Nice to have

• Experience with JavaScript.
• Previous experience in software troubleshooting.

Culture & Benefits

• Medical, dental, and optical insurance coverage including dependents.
• Flexible paid time off and sick leave policies.
• Purpose-driven, inclusive, and collaborative work environment.
• Hybrid work arrangement promoting work-life balance.
• Company-paid life insurance.