Technical Product Specialist

3 days ago

Manila, National Capital Region, Philippines beBeeCustomer Full time ₱15,000 - ₱20,000
Job Overview

The Senior Technical Support Representative is a vital role that ensures customers achieve success with our SaaS product by delivering responsive support, proactive solutions, and a seamless client experience.

This position focuses on building strong relationships with customers, offering tailored guidance, and troubleshooting issues while continuously developing knowledge and skills to enhance the overall client journey.

The representative is also responsible for contributing to product adoption, helping customers meet their business goals, and staying up-to-date on the latest product enhancements to better serve client needs.

Key Responsibilities:
  • Respond promptly to customer inquiries, providing effective solutions, troubleshooting issues, and ensuring timely resolution of concerns.
  • Offer ongoing training and guidance on product features, updates, and best practices to help customers maximize the value of the SaaS platform.
  • Identify and escalate more complex issues to senior members of the customer success or technical teams, ensuring efficient and seamless problem resolution.
  • Gather and communicate customer feedback to the product development team to support continuous improvement and innovation.
  • Regularly engage in professional development to enhance skills and understanding of the product, ensuring you can provide deeper insights and more advanced solutions to customers, improving their overall experience.
  • Maintain detailed records of customer interactions, including inquiries, resolutions, and opportunities for future engagement. Share knowledge and insights with the team to foster collective growth and improve client outcomes.
  • Stay informed on the latest product updates, industry trends, and customer success best practices. Use this knowledge to improve the customer experience and provide higher-quality, strategic support.
Requirements:
  • Minimum 3 years of experience in a Customer Success, Support, or Account Management role within a SaaS environment.
  • Experience in training, mentoring, or leading team members, including cross-functional or technical teams (e.g., support specialists, onboarding teams, or junior CSRs).
  • Proven experience in a customer-facing role. Strong ability to troubleshoot and resolve issues with a customer-focused approach.
  • Exceptional written and verbal communication skills, with the ability to simplify complex topics and adapt communication styles to diverse audiences.
  • Experience working across teams, such as product development, sales, and technical support, to ensure seamless customer experiences.

The ideal candidate will have excellent problem-solving skills, a passion for customer satisfaction, and a drive to continually improve processes and systems.

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