Product Solutions Expert

7 hours ago

Manila, National Capital Region, Philippines beBeeTechnical Full time ₱25,000 - ₱60,000
Job Title: Product Specialist

This is a technical support position for Hearsay products and applications. The successful candidate will be responsible for providing exceptional customer experience, troubleshooting technical issues, and maintaining strong relationships with customers.

As a Product Specialist, you will be the first point of contact for customers seeking assistance with our products and services. You will work closely with internal teams to pass along customer feedback, account trends, and escalate and resolve complex issues quickly.

The ideal candidate will have at least 3 years of relevant technical support experience in the B2B, SaaS, and/or FinTech industry. A successful track record of going above and beyond job responsibilities to improve customer relationships and vendor interactions is essential. Experience with APIs, implementation management, and/or project management is desired.

  • Provide expert-level technical support via phone and Zendesk ticketing solution.
  • Own the customer experience by effectively prioritizing and addressing support-related questions.
  • Liaise with Customer Success, Engineering, and Product teams to pass along customer feedback and account trends.
  • Escalate and resolve complex issues quickly while maintaining composure and customer focus.
  • Consistently attain target customer satisfaction scores and maintain SLAs.
What You Have:
  • At least 3 years of relevant technical support experience within the B2B, SaaS, and/or FinTech industry assisting Enterprise customers of Fortune 1000 companies via phone.
  • Experience with APIs, Implementation Management and/or Project Management desired.
  • Successful record of going above and beyond your job description to better our relationships with customers and vendors.
  • Excellent verbal and written communication skills in English.
  • Ability to think on one's feet and find creative solutions at an application and account level.
  • Excellent teammate with a positive attitude and a strong sense of self-direction and the ability to work across all internal teams and influence coworkers.

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