Customer Support Coordinator

Job description

Description TrueNAS is redefining enterprise storage by delivering proven data resilience, performance, and flexibility without the complexity or constraints of legacy solutions. As the most deployed storage platform in the world, TrueNAS already powers critical data storage infrastructure for businesses, research institutions, and government agencies across 140+ countries and millions of users. Our mission is simple: to become the most trusted name in data storage. Originally founded in Silicon Valley in 2002 under the name iXsystems, TrueNAS is a profitable, independent company with a culture rooted in trust, curiosity, technical excellence, and continuous improvement. Whether you work remotely or on-site, you’ll be part of a team that values collaboration and meaningful impact - where people come before profit, and bold ideas drive the future of data infrastructure. If you’re ready to help shape the future of enterprise storage, we’d love to connect. Position Overview: The Customer Support Specialist is a key role at TrueNAS as you will be the first point of contact for customers reaching out with questions, concerns, and support requests. It is pivotal that we provide an excellent first impression by providing excellent customer service, ensuring our customers' issues are resolved as quickly and efficiently as possible. Whether it is identifying customer issues and how to assist them most efficiently, scheduling follow-up, or passing the customer to another team member, we are always committed to assisting our customers to the best of our ability. This is an in-office role in our office in Makati. The hours for this position are 8:00 pm - 5:00 am PHT Monday through Friday. Base Pay Range The base pay range of this position is ₱47,460.00 to ₱71,191.00 per month. In addition to base salary, this position is eligible to participate in the Company’s bonus program with a target bonus opportunity of 10% of base salary , subject to the achievement of individual and Company performance objectives and the terms of the applicable Company bonus plan. Please note that the provided range reflects the pay spectrum for positions within the same job category as the one to which this position belongs. The final offer will consider various factors, such as location, education, and prior experience, to ensure a comprehensive and fair compensation assessment. TrueNAS offers a comprehensive package of benefits including health, dental, vision, paid time off, and stock options. Benefits program. Expected Posting Timelines This position will be open for a minimum of 5 days, a maximum of 90 days. The Day-to-Day Triage incoming customer calls, Emails, and Support Portal requests, collect required customer case information, and document within the Salesforce Service Cloud support case management system. Exercise independent judgment to prioritize and manage customer cases, ensuring timely resolution in accordance with Service Level Agreements and company policy. Coordinate scheduling of support requests and New Deployments of our product across multiple time zones. Maintain awareness of department resources and availability to work with scheduling. Assist in balancing caseload across a multi-tiered support team. Execute standardized case workflow procedures. Maintain communication with the support team and management. Communicate and hand off sales inquiries to the appropriate account manager or sales staff. Answer inbound calls as well as calling to schedule appointments. Provide special instructions or shipping changes to our customers, Operations, or RMA department. Assist in coordinating customer product exchanges or returns. Document and hand off product feedback. Other related support responsibilities as management may require. Education and Experience We have identified the following programs, experience, and knowledge that have helped others find success in this role at TrueNAS. We understand, though, that knowledge comes from many forms of learning and experiences. Above all, we consider a person’s potential impact in the role and value their unique path to this point in their career. Minimum of Associate's college Degree in Administrative or Technology areas, or equivalent job experience Experience Working in Enterprise Technical Support Experience working with Enterprise Storage Systems Experience with FreeNAS/TrueNAS Experience with Linux or other Unix based Operating systems Enterprise IT admin experience Experience communicating and collaborating in a technical enterprise environment A combination of professional or educational experience (whether formal or informal) that affords you with the knowledge, skills, and abilities above Equal Employment Opportunity: iXsystems DBA TrueNAS, Inc. provides equal employment opportunities to all employees and applicants in all company facilities without regard to race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental and intellectual disability, age, military status or status as a Vietnam-era or special disabled veteran, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer-related or HIV/AIDS-related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.