Technical Support Specialist

Otter
Philippines
Workplace: OnsiteFull timeFunction: IT Support & HelpdeskExperience: 3-5 yearsSkills: ["Communication","Empathy","Emotional intelligence","Customer-first mindset","Problem-solving"]

Help customers succeed using the platform by resolving support tickets and troubleshooting technical issues, including Tier 2 escalations. Use Zendesk to diagnose and address complex product and process problems across omnichannel support. Collaborate with cross-functional teams and proactively engage customers on complex cases, while training users on tools via phone, chat, SMS, and email and escalating bugs and feature requests to Product and Engineering.

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Otter
Otter
1 month ago

Technical Support Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

Help customers succeed using the platform by resolving support tickets and troubleshooting technical issues, including Tier 2 escalations. Use Zendesk to diagnose and address complex product and process problems across omnichannel support. Collaborate with cross-functional teams and proactively engage customers on complex cases, while training users on tools via phone, chat, SMS, and email and escalating bugs and feature requests to Product and Engineering.
Location: Philippines
Workplace: Onsite
Employment Type: Full time
Job Function: IT Support & Helpdesk
Seniority: Mid level

Key Responsibilities

  • •Respond to and resolve customer support tickets in a timely and professional manner through a ticketing system.
  • •Troubleshoot technical issues, including Zendesk Tier 2 escalations.
  • •Collaborate with cross-functional teams to identify and escalate high-priority issues for timely resolution.
  • •Engage with customers on complex issues, using the knowledge base and best practices to provide effective solutions.
  • •Train customers on tools and act as the communication link between customers and internal teams, escalating bugs and feature requests to Product and Engineering.

Key Requirements

  • •3–5 years of professional technical support experience, preferably with POS systems, third-party integrations, and Tier 2/3 escalation management.
  • •Proficiency using support/collaboration tools such as Zendesk, Jira, Salesforce, and Slack.
  • •Proven ability to diagnose and resolve complex product and process issues across omnichannel support platforms.
  • •Exceptional communication skills grounded in empathy and emotional intelligence with a customer-first mindset.
  • •Ability to thrive in a fast-paced, high-pressure environment and work fully onsite with a shifting schedule to support 24/7 operations.
Experience:3-5 years
Skills:CommunicationEmpathyEmotional intelligenceCustomer-first mindsetProblem-solving
Languages:English
Tech Stack:ZendeskJiraSalesforceSlackWhatsAppSMSEmailTicketing systemKnowledge basePOS systems

Company Brief

Otter
Otter provides AI-powered transcription and meeting collaboration tools that generate searchable, shareable notes and summaries from voice conversations, helping teams capture, organize, and revisit meeting insights across devices and platforms.
Industry: SaaS
Company Size: Medium (51 to 250 employees)
Growth: Growth Stage Startup
Headquarters: Los Altos, United States
Founded: 2016
WebsiteLinkedIn