Product Specialist

Product Specialist Ald South Taguig City

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Job Title: Product Support Specialist

Job Description:

We are seeking a dedicated Product Support Specialist to join our team. Will gather appropriate information to help diagnose the issue and work with the product team to ensure timely resolution. The Product Support Specialist must also communicate effectively and proactively with our customers to ensure rapid response and set the appropriate customer expectations.

• This role will be required to work on U.S. EST time zone.
• Position is Hybrid, requires 3 to 4 days working at our office in Makati City.

Key Responsibilities:

• Respond promptly and accurately to customer inquiries and issues via multiple channels.
• Collaborate closely with customers to troubleshoot software problems and offer practical solutions.
• Diagnose and resolve software-related issues encountered by customers.
• Maintain detailed records of customer interactions, reported issues, and resolutions within the ticket management system.
• Document and track support cases to ensure timely follow-up and resolution.
• Work collaboratively with the product team to identify, reproduce, and document product defects.
• Provide workarounds to maintain system stability until permanent fixes are implemented.
• Assist the product team in prioritizing bug fixes and product improvements based on customer impact.

Qualifications:

• Strong problem-solving skills with a focus on customer satisfaction.
• Excellent communication skills, both written and verbal.
• Experience with ticket management systems and documentation.
• Ability to work collaboratively with cross-functional teams.
• Familiarity with software troubleshooting and defect management is a plus.

Note: This advertiser has chosen not to accept applicants from your region.

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Position Overview

Are you passionate about the chance to bring your experience to a world-class company that is market-leading for both content and technology? We are looking for a Product Support Specialist - Bilingual Spanish/English based in Upper Mckinley, Taguig City, Philippines that will focus on providing a quality product support service to customers of Thomson Reuters - Confirmation.

About the Role

In this opportunity as Product Support Specialist - Bilingual Spanish/English, you will:

• Act as point of contact for troubleshooting, diagnosis, and escalation of customer support queries and field staff related to all Confirmation products via phone, email or other media types as available.
• Resolve all technical and service issues related to all Confirmation products utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual discretion to ensure outcomes of customer satisfaction and Thomson Reuters business success.
• Accurately document all customer contacts, resolution steps, and gather customer feedback to enhance products and services.
• Achieve all department assigned metrics. Report and escalate issues leading to recurring technical problems.
• Continuously increase technical aptitude and customer service skills, as well as improve organizational performance by identifying efficiencies in workflow & introducing policy/procedure changes.
• Develop or suggest Knowledgebase articles for internal and external users.
• Create support documentation for troubleshooting, training, and other areas as needed.
• Educate self and colleagues on new releases, test functionality and report on issues found during product releases.
• Promote usage of our public help center to users to encourage self-help on support queries.
• Provide customer service & technical assistance to customers via phone, e-mail, or other media types as assigned.
• Escalate top priority, production-critical issues.
• Achieve quality and productivity metrics while providing an effortless customer experience.
• Proactively learn new features and enhancements to existing products to effectively support existing users.

About You

You're a fit for the role of Product Support Specialist - Bilingual Spanish/English if your background includes:

• Fluent written and verbal communication skills in Spanish and English
• Minimum: 1 year experience in a customer-facing position or equivalent experience desired. 2- or 4-year technical degree preferred.
• Experience in customer support via phones, emails, or in person.
• Experience working with Microsoft Office suite.
• Strong problem solving, analysis, design, and testing skills.
• Quick learner, eager to leverage new technologies in a dynamic team environment.
• Commitment to customers.
• Proven experience owning issues to resolution.
• Work as part of a team & independently in a dynamic, fast-paced environment.

Note: This advertiser has chosen not to accept applicants from your region.

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At GHD, we don't just believe in the power of commitment, we live and breathe it every day

That\'s why we pledge to support and empower our people to make a positive impact when working hand in hand with our business to drive change. We'll empower you with the right technology and training as you bring ideas and projects to life.

Together with your colleagues, clients and partners, you can make an impact that is felt by all. See where your commitment could take you.

Who are we looking for?

We\'re looking for aProduct Support Specialistto join our Products & Platforms team.

Duties and responsibilities include but not limited to:

• Provide front-line application support to our clients
• Monitor the queue for new service requests and issue reports and evaluating them to prioritize, troubleshoot, reproduce the issue, and ultimately communicate solutions or workarounds
• Escalate client issues to other teams when necessary to get a resolution or workaround
• Detect and flag incidents that are affecting or have the potential to affect multiple customers
• Provide first contact support of incoming incidents or requests to the service desk via phone, web portal, email, and chat
• Independently, and in collaboration with other teams, identify root cause(s) and diagnose as product and end user issues. Researching solutions through internal and external knowledgebase as needed
• Reinforce SLAs to manage customer expectations
• Identify and learn appropriate software used and supported at GHD Digital
• Test fixes to ensure an incident has been adequately resolved
• Identify client support trends and propose solutions to reduce call volumes, and provide suggestions for continuous improvement of the team. For example: documentation updates or new product features
• Participate in incident discovery, response, and reporting which may occasionally require overtime