Product Support Jedi – Remote APAC

Support specialist for SaaS products Award Force and Good Grants, providing technical assistance and customer support in a remote, fast-paced environment.

Location: UTC +8 to UTC +11 timezone range, remote

Responsibilities

• Become an expert on SaaS products Award Force and Good Grants through self-driven learning.
• Handle inbound support via email, tickets, phone, and live chat.
• Conduct 1-1 Zoom sessions for technical consultation and support.
• Maintain high first-reply-time metrics.
• Provide accurate, tested responses to user issues.
• Collaborate with engineering to resolve bugs and inform product improvements.
• Identify patterns in user issues for product feedback.

Requirements

• Based in UTC +8 to UTC +11 timezone range.
• 2+ years of experience in SaaS support or client-facing roles.
• Native-level English fluency.
• Familiarity with HTML, CSS, JS, API, integrations, dev console, staging & production environments, GitHub, database queries.
• Excellent interpersonal and communication skills.
• Enjoys client calls and Zoom meetings.
• Problem solver with a helpful attitude.
• Clear, detailed, and well-structured writing skills.
• Curious and eager to learn.
• Comfortable with upselling and sales-related questions.
• Organized and process-driven with multiple tools.
• Self-motivated, independent, team-oriented.
• Reliable internet and distraction-free workspace for remote work.