[Hiring] Tech Support Specialist @Pearl

Role Description

This role handles 20–30 tickets daily plus roughly 10 short inbound calls, reviewing client-submitted API payloads and requests, identifying missing or incorrectly filled fields, and determining whether an issue is a bug, a user error, or a configuration problem before it reaches Tier 2. This is a Tier 1 position with strong technical fundamentals, not a Tier 2 role requiring log analysis or system-level debugging. Success means matching existing team performance benchmarks within 2–3 weeks and demonstrating efficient, well-documented technical escalations within the first 30 days.

Core Responsibilities

• Technical Triage & Escalation:
  • Review client-submitted API payloads and requests to identify missing or incorrectly filled fields.
  • Run first-line troubleshooting steps and guide clients through resolution walkthroughs before escalating.
  • Classify each issue as a bug, user error, or configuration problem.
  • Package complete context and replication steps so Tier 2 does not need to re-triage.
• Ticket Management:
  • Manage 20–30 tickets daily with clear, professional written responses.
  • Maintain ticket hygiene by updating statuses accurately and closing resolved issues promptly.
  • Track open bug tickets and escalate when immediate closure is not possible.
  • Meet or exceed team benchmarks for response time, resolution time, and customer satisfaction.
• Phone Support:
  • Handle approximately 10 inbound calls per day, averaging 2–4 minutes each.
  • Resolve technical questions in real time over the phone with US-based clients.
  • Translate technical findings into plain language for non-technical callers.
• Platform Migration & Tool Adoption:
  • Support the company-wide transition from Zendesk to Salesforce over the next 2–3 months.
  • Apply prior Salesforce experience to shorten ramp time during the migration.
  • Adopt new tools and revised processes as the support stack evolves.

Qualifications

• 3+ years in customer or technical support, including time in a technical support function with regular escalations to Tier 2 or engineering (2+ years considered with heavy technical support experience at a large company).
• Hands-on experience troubleshooting API or integration issues, including reviewing client payloads or requests to identify missing or incorrectly formatted fields.
• Salesforce experience in a support or CRM context, with 6+ months of active use.
• Experience managing 20+ tickets daily in a structured ticketing system (Zendesk, Salesforce Service Cloud, Freshdesk, or equivalent).
• Inbound phone support experience with US-based clients, handling live verbal troubleshooting rather than chat- or email-only queues.
• Documented experience through a platform migration or frequent tool and process changes (e.g., onboarded to a new CRM or ticketing system within 30 days).
• C1+ English (CEFR) for live phone support with US-based clients.

Nice-to-Have

• HIPAA compliance or patient-data protection experience (non-clinical).
• Familiarity with JSON or XML payload structures.
• Zendesk experience.
• Experience at a 500+ employee or Series B+ SaaS company with defined Tier 1 to Tier 2 escalation workflows.
• Prior remote work with US-based companies on a PST-aligned schedule.

Benefits

• Competitive Salary: Based on experience and skills.
• Remote Work: Fully remote—work from anywhere.
• Team Incentives: Recognition for maintaining 100% CRM hygiene and on-time reporting.
• Generous PTO: In accordance with company policy.
• Health Coverage for PH-based talents: HMO coverage after 3 months for full-time employees.
• Direct Mentorship: Guidance from international industry experts.
• Learning & Development: Ongoing access to resources for professional growth.
• Global Networking: Connect with professionals worldwide.

Our Recruitment Process

• Application
• Screening
• Skills Assessment
• Topgrading Interview
• Client Interview
• Job Offer
• Client Onboarding

Ready to Join Us?

If you’re empathetic, organized, and passionate about improving patient experiences through operational excellence, this role is for you. Apply now to help make specialized healthcare more accessible to patients across the U.S.