Technical Support Specialist

# Technical Support Specialist

### Cherry Net

**Location:** Remote (Philippines)
**Work Hours:** New York Business Hours
**Employment Type:** Full-Time

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# About Cherry Net

Cherry Net is transforming how businesses manage payments, vendor relationships, and financial operations through innovative technology and operational excellence.

As we continue to grow, we're looking for a Technical Support Specialist who thrives in a fast-paced environment, enjoys solving problems, and takes ownership of customer issues from start to finish.

This is not a traditional helpdesk role.

We're looking for someone who can troubleshoot technical issues, communicate confidently with customers, create operational reports, and work closely with multiple teams to ensure a seamless customer experience.

If you're someone who enjoys figuring things out, solving problems, and supporting both customers and internal teams, we'd love to hear from you.

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# What You'll Do

## Daily Technical Support

* Manage and resolve technical support tickets
* Troubleshoot platform, account, payment, and user-reported issues
* Investigate root causes and identify appropriate solutions
* Escalate issues to internal teams when necessary
* Maintain detailed ticket documentation and updates
* Ensure ticket SLAs and response standards are met

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## Customer Communication

* Contact customers via phone, email, and other communication channels
* Explain technical issues in a clear, customer-friendly manner
* Gather information needed for troubleshooting and investigations
* Provide status updates and maintain customer confidence throughout issue resolution
* Support escalated customer concerns professionally and calmly

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## Reporting & Operational Support

* Create daily, weekly, and monthly operational reports
* Track ticket trends, recurring issues, and support metrics
* Assist in identifying process improvement opportunities
* Support operational projects and initiatives as assigned
* Help maintain documentation and knowledge base articles

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## Cross-Functional Collaboration

* Partner with Operations, Customer Support, Product, and Engineering teams
* Participate in i ---------- management and issue resolution efforts
* Share knowledge and contribute to team success
* Support additional operational tasks as business needs evolve

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# Who You Are

We're looking for someone who demonstrates:

### Ownership

You take responsibility for issues and follow through until resolution.

### Strong Communication Skills

You can confidently communicate with customers and internal stakeholders, both verbally and in writing.

### Technical Aptitude

You enjoy troubleshooting and understanding how systems work.

### Team-Oriented Mindset

You collaborate effectively, share knowledge, and contribute to team success.

### Adaptability

You can shift priorities and work effectively in a growing startup environment.

### Attention to Detail

You understand that small mistakes can create larger operational issues.

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# Required Qualifications

* Experience supporting customers, users, or clients in a technical or operational environment
* Experience working with ticketing systems
* Strong troubleshooting and problem-solving skills
* Excellent written and verbal English communication skills
* Comfortable speaking with customers over the phone
* Experience using Microsoft Excel or Google Sheets
* Ability to work during New York business hours
* Reliable internet connection and dedicated remote workspace

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# Preferred Qualifications

* Technical support experience
* SaaS or software support experience
* Fintech, payments, or financial operations experience
* Reporting and data analysis experience
* SQL knowledge and the ability to perform basic queries
* Experience working in remote or startup environments
* Knowledge base or documentation creation experience

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# What Success Looks Like

Within your first 90 days, you will:

* Consistently manage and resolve assigned support tickets
* Communicate effectively with customers and internal teams
* Demonstrate strong troubleshooting and ownership behaviors
* Produce accurate operational reports
* Contribute to process improvements and documentation
* Become a trusted member of the Cherry Net operations team

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# Why Join Cherry Net?

### Meaningful Impact

Help build and improve operational processes that directly affect customers and business growth.

### Growth Opportunity

Work closely with leadership and gain exposure to operations, customer support, payments, reporting, and technology.

### Startup Environment

Be part of a growing company where your contributions are visible and valued.

### Collaborative Team

Work alongside people who value accountability, ownership, continuous learning, and customer success.

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# Our Hiring Process

1. Resume Review
2. Custom Follow-Up Questions
3. Communication Screening
4. Operational Interview
5. Technical & Reporting Assessment
6. Final Interview

We're looking for dependable operators, not just impressive resumes.

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# How to Apply

Submit your resume and a brief summary explaining:

* Why you're interested in the role
* Your technical support experience
* Your experience working with customers
* Any reporting, SQL, or troubleshooting experience you'd like to highlight