Customer Excellence Specialist (SaaS)

TL;DR

Customer Excellence Specialist (SaaS): Providing technical support and guidance for web hosting services with an accent on WordPress troubleshooting and customer engagement. Focus on resolving technical issues, analyzing server logs, and translating technical complexities into user-friendly instructions.

Location: Cebu City, Philippines

Company

A leading web hosting and domain registration company dedicated to empowering individuals and businesses online.

What you will do

• Engage with customers warmly and effectively to resolve support tickets.
• Troubleshoot WordPress core, plugins, and common installation errors.
• Analyze logs, console errors, and server responses to identify root causes.
• Translate complex technical issues into simple, step-by-step instructions for users.
• Maintain professionalism, composure, and patience during challenging customer interactions.

Requirements

• High School Diploma, general education degree or equivalent.
• Background in Customer Support or Technical Support.
• Strong working knowledge of WordPress (installation, plugins, common errors).
• Excellent written and verbal communication skills in English.
• Ability to stay professional and calm under pressure.

Nice to have

• Basic understanding of web technologies (PHP, MySQL, HTML, CSS, JavaScript).
• Experience in analyzing logs and console errors.
• Proficiency in handling support ticket systems or helpdesk software.

Culture & Benefits

• Inclusive workplace that values diversity, mutual respect, and personal appreciation.
• Commitment to supporting personal and professional growth.
• Collaborative environment where motivation and innovation thrive.