Technical Support Representative

About the Position

We are looking for a Technical Support Representative to join our team at Aidey, an AI-first Business Process Outsourcing company. This role is ideal for someone who enjoys solving problems, understands web technologies, and has experience supporting SaaS or eCommerce platforms.

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.

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

We Offer

• Competitive salary of 360,000-840,000 PHP annually
• Fully remote, long-term opportunity
• Stable full-time schedule
• Clear processes and structured work
• Opportunity to grow into higher-level roles

Locations

• Philippines (Remote)