Technical Support Representative

About The Company
Aidey is an AI-first Business Process Outsourcing company the human layer powering the world's most ambitious AI-native companies. We staff the last mile of customer experience, technical success, back-office operations, and sales, operating remotely from the Philippines. Every process we run is designed AI-first and finalized by a senior human, so our clients inherit better quality, faster cycles, and a lower cost base. Trusted by global brands including Nokia and Wix, Aidey is where human intelligence meets machine scale.
About The Role
As a Technical Support Specialist, you will be responsible for providing technical assistance to customers using software platforms and digital products. You will troubleshoot issues, investigate customer concerns, and work closely with internal teams to ensure timely and effective resolutions.
This role is ideal for someone who enjoys solving problems, understands web technologies, and has experience supporting SaaS or eCommerce platforms. While this is not a developer role, a strong understanding of HTML and CSS is required to diagnose issues, identify root causes, and communicate solutions effectively.
Responsibilities
Respond to customer inquiries through email, chat, and ticketing platforms
Troubleshoot technical issues related to software platforms, websites, and integrations
Review HTML and CSS to identify display, formatting, or implementation issues
Reproduce reported issues and document findings for escalation when necessary
Work closely with Product, Engineering, and Customer Success teams to resolve customer concerns
Investigate root causes and provide clear, actionable solutions to customers
Maintain accurate records of customer interactions and technical resolutions
Monitor support queues and ensure service level agreements are met
Create and update internal documentation, troubleshooting guides, and knowledge base articles
Identify recurring issues and provide recommendations for process or product improvements
Assist customers with platform setup, configuration, and best practices
Deliver a high-quality customer experience while maintaining strong technical accuracy
Requirements
Must-Have Qualifications:
Excellent English communication skills: verbal, written, and reading
Previous experience supporting SaaS, eCommerce, or web-based platforms
Strong troubleshooting and problem-solving skills
Working knowledge of HTML and CSS
Experience using ticketing systems such as Zendesk, Freshdesk, Intercom, Gorgias, HubSpot, or similar platforms
Ability to investigate technical issues and clearly explain solutions to customers
Strong attention to detail and documentation skills
Ability to work independently in a remote environment
Nice-to-Have Qualifications
Experience supporting Shopify, BigCommerce, WooCommerce, Magento, or similar eCommerce platforms
Familiarity with browser developer tools and website troubleshooting
Basic understanding of APIs, integrations, and web applications
Experience working with customer success or implementation teams
Exposure to JavaScript or other web technologies
Benefits
Competitive salary of 360000-840000 PHP annually
Fully remote, long-term opportunity
Stable full-time schedule
Clear processes and structured work
Opportunity to grow into higher-level roles
Originally posted on Himalayas

Work arrangement
Yes