We are looking for experienced B2B Technical Support Specialists to join our global Customer Support Centre (CSC) in Manila, supporting enterprise, corporate, and government customers resolving mission-critical tickets. This role is ideal for technically minded support professionals who thrive in fast-paced, API‑driven, integration‑heavy environments and enjoy solving complex problems at scale.
As a front‑line technical expert, you will serve as the primary point of contact for inbound incidents and support cases, owning issues from triage through resolution. You will diagnose platform behaviour, troubleshoot API integrations, assess backend and configuration‑related issues, and work closely with Engineering, Product, and Customer Success teams to ensure timely and accurate outcomes. Your ability to analyse logs, reproduce issues, and clearly communicate technical findings to both technical and non‑technical stakeholders will be critical to success.
This role requires strong attention to detail, structured problem‑solving, and the confidence to independently resolve issues related to core product functionality, known limitations, and common implementation patterns. You will also be responsible for identifying potential defects, documenting technical findings, and escalating complex cases using well‑defined support and incident‑management processes.
Due to our global enterprise customer base, this role operates on a rotating shift schedule and requires a high level of ownership, resilience, and professionalism.
KEY RESPONSIBILITIES:
This includes but is not limited to:
- Receive inbound support cases via email, telephone and chat
- Create, track, and update support tickets using software tools
- Address support cases in a timely manner as per the established standards for the role, functional area and/or business unit
- Provide clear and accurate communication with customers through various channels
- Perform basic troubleshooting and evaluation activities as required to address and route support cases to appropriate teams as required
- Maintain high standards of verbal and written communication at all times, internally and externally, including, spelling, grammar, tone and appropriateness
- Perform initial research, internal consultation and collaboration regarding product functionality relevant to support cases
- Escalate cases that required administration or product configuration tasks when appropriate as part of support case resolution
- Communicate, collaborate with internal teams on partner and other third-party vendors escalations as required to address support cases
- Be able to independently address support cases regarding core functionalities, common how to questions and known issues related to the assigned product(s) and area(s) of responsibility
- Remain up-to-date with the client's latest product releases
- Demonstrate an ongoing commitment to increasing knowledge of the client's products in the assigned and related area(s) of responsibility
- Identify cases which must be transferred or escalated to another internal group such as Support, Customer Success Managers, Senior/T2 Support or Customer Support leadership
- Identify, reproduce, document and escalate potential product defects as per defined processes for the functional area and/or business unit
- Meet or exceed quantitative and qualitative performance standards as defined for the role, functional area and/or business unit
- Collaborate with other cross-functional teams, including Customer Success Managers
- Manage inbound incidents as first responders and maintain communication and update to customers.
SKILLS & EXPERIENCE TO SUCCEED:
- At least 4 years software support, customer service and/or transferable experience
- Experience in B2B Customer Support will be prioritized
- Strong written and verbal communication skills in the language(s) relevant to the role, product, location and/or business unit
- Strong technical acumen with the ability to pick up new software skills with ease
- Strong interpersonal and teamwork skills, with the ability to establish credibility, trust and clear communication throughout the team or functional area
- Experience in a customer service role in a SaaS environment. Customer base is enterprise, corporate and government.
- Ability to multitask and prioritize in a fast-paced environment
- Familiarity with ticketing systems such as Zendesk or Salesforce and support tools
- Strong attention to detail and problem-solving abilities
- Understanding of Networking backend and experience working with APIs and SMPP protocols (recommended but not required)
WHY WORK FOR SOPRANO:
At Soprano, we're shaping the future of enterprise communication. Here's what makes working with us truly one of a kind:
- Industry Leadership: Join a global leader in the CPaaS (Communication Platform as a Service) space with a customer-first approach that allows us to achieve significant results with our clients and partners, ensuring we continue to lead in enterprise communications.
- Tech-Driven Innovation: We're passionate about building future-ready technology that fosters deeper trust, richer meaning, and stronger connections. If you love working on impactful solutions, you'll feel right at home here.
- Global Team, Local Feel: Headquartered in Sydney, we operate across Europe, North America, South America, Southeast Asia, and New Zealand - giving you the opportunity to collaborate with diverse teams and gain global exposure.
- People-First Culture: We believe in creating a workplace where everyone feels respected, valued, and empowered to bring their best selves to work. We trust our employees to achieve and give them the tools to succeed.
- Learning and Development: As a nimble company with a global footprint, we offer unique opportunities to grow your skills, gain cross-market insights, and accelerate your career in a dynamic environment.
- Hybrid Working: We embrace hybrid work and remote roles where possible, giving you the freedom to stay connected with global teams while making space for what matters most in your life.
- Refer a Friend, Get Rewarded: Know someone amazing Refer them to Soprano and get rewarded when they join the team permanently. Great people know great people and we give you the opportunity to influence
- Wellness that works: We provide several global benefits such as birthday leave, employee assistance program, annual wellness subsidy, down to having a fully stocked kitchen with office events that bring the team together.
- Supporting Parents: We know family comes first and to celebrate this major milestone, Soprano provides additional parental leave to primary and secondary carers.
People are at the core of what we do and Soprano Design Pty Ltd is committed to a safe, diverse and inclusive workplace where we all thrive and succeed together. We encourage applications regardless of age, gender, nationality, backgrounds and cultures. Please let us know if you require any adjustments to the recruitment process.
All successful applicants will need to provide two professional reference checks and is subject to satisfactory background checks.
