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Product Support Specialist

3 months ago

Manila, National Capital Region, Philippines DOXA Talent Full time

ROLE SUMMARY

Our client is looking for a motivated and customer-oriented Product Support Specialist to join our client's team. This role will be responsible for providing basic technical and product support to B2B SaaS customers via email and chat. He/she will also help troubleshoot issues, escalate complex cases, and coordinate with technical teams.

To be successful in this role, you should have great communication skills, genuine empathy in interacting with customers, and experience in providing exceptional customer service. You should be able to work in a fast-paced environment and learn new skills quickly.

POSSIBLE SCHEDULE: 9:00 AM – 6:00 PM Eastern Daylight Time (9:00 PM – 6:00 AM Philippine Standard Time), follows Philippine holidays

POSITION TYPE: Full Time

WORK ARRANGEMENT: Remote

ESSENTIAL FUNCTIONS:

Provide frontline, entry-level, technical, and product support to B2B SaaS customers via email and chatEscalate and coordinate with technical teams on complex product issues and enhancementsAnswer customer queries in a prompt, courteous, and professional manner, and provide solutions using the company platform within required SLAsTroubleshoot integrated applications and software issuesTest, recreate, document, and analyze application behavior and dataLearn about subscription analytics, revenue recognition accounting, invoicing processes, and payment processesInteract with dynamic CEOs, CFOs, and accounting staff in high-growth SaaS businesses QUALIFICATIONS:A Bachelor's degree in the related fieldExperience in customer service or technical support, providing genuine empathy in interacting with customersPrior experience at a SaaS/Software company is highly preferredExperience with 3rd party integrations is highly preferred (QuickBooks, Salesforce, etc.)Zendesk experience is a plusExcellent written and verbal communication skills in EnglishAbility to work independently and as part of a teamAbility to work in different time zones as needed for training and coverageExperience in a multi-client environmentAnalytical skills with particular attention to detail