Otter

5 days ago

Technical Support Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 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

Website LinkedIn

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Otter

5 days ago

Technical Support Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 hours agoStatus: Live

Job Summary

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

Industry: SaaS

Company Size: Medium (51 to 250 employees)

Growth: Growth Stage Startup

Headquarters: Los Altos, United States

Founded: 2016

Website LinkedIn