Product Support Specialist

6 days ago

Makati City, National Capital Region, Philippines GHD Full time
Description

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 a Product Support Specialist to 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

What you will bring to the team:

  • Minimum 2 -5 years of experience in Customer service and support or similar role, ideally in a web-based software context
  • Knowledgeable in relevant software applications such as Microsoft Office Suite & collaboration products, MS Windows, and Service Desk tools such as Zendesk and Jira
  • Experience debugging and troubleshooting web applications
  • Working knowledge of web browsers and their general functions
  • Knowledgeable in ITIL Foundations principals
  • Experience working with municipal and other public sector organizations in North America
  • Knowledge of website and web application trends such as responsive design, structured data, SEO, analytics, accessibility, security etc
  • Familiarity with the software development lifecycle and SaaS business operations
  • Experience working with Jira, Confluence, HubSpot, or various digital task tracking tools

Work schedule:  Monday to Friday / 7:00 pm to 4:00 am, 8:00 pm to 5:00 am, 9:00 pm to 6:00 am or 11:00 pm to 8:00 am / Hybrid - GHD office 3 times per week

This job offer can be based in Makati, Quezon City or Cebu.

Candidates must be a Filipino citizen or have the right to work in the Philippines.

GHD offices will be closed from 24 December 2025 and will reopen on 12 January 2026. We will be in contact in the new year after reviewing all applications

#LI-JL1

#LI-Hybrid

  • Product Specialist

    2 weeks ago

    Makati City, National Capital Region, Philippines MEDTRILE Full time

    Company DescriptionBuilding on its reputation for quality, safety, and excellent customer service, Medtrile is expanding its portfolio to include medical devices and equipment. The company is taking a comprehensive approach to healthcare facility improvement — from compliance, design and planning, and project implementation to the delivery of high-quality...

  • Associate Product Support Specialist

    4 days ago

    Makati City, National Capital Region, Philippines OpenText Full time

    OPENTEXTOpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of...

  • Product Automation Support Specialist

    2 weeks ago

    Quezon City, National Capital Region, Philippines TaskUs Full time

    *About TaskUs:* TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming...

  • Product Specialist

    6 days ago

    Makati City, National Capital Region, Philippines TalentUS Inc. Full time

    Job overview:Product Development Specialist develops new ICT Solutions (Connectivity, Cloud, Cybersecurity or Managed Services) using their relevant experience in product creation/product lifecycle. They formulate programs and create strategic pricing to ensure competitiveness of our solutions and services.Job qualifications:Business-oriented and innovative,...

  • Dentist (Product Development Specialist)

    1 week ago

    Makati City, National Capital Region, Philippines FRONTIER DENTAL PRODUCTS CORP. Full time

    Job Title: Product Development Specialist (Dentist)Department: Research & Product DevelopmentReports to: Product Development Manager / Operations HeadEmployment Type: Full-timeJob Summary:The Product Development Specialist (Dentist) will play a key role in the design, improvement, and evaluation of dental and healthcare-related products. Leveraging their...

  • Senior Product Support Representative

    4 days ago

    Makati City, National Capital Region, Philippines FIS Full time

    Position TypeFull timeType Of HireExperienced (relevant combo of work and education)Education DesiredBachelor's DegreeTravel Percentage5 - 10%The world of finance moves fast. At FIS, we're faster. Our teams are empowered to learn, grow, and make an impact–in their careers and communities. We deliver innovation that advances the way the world pays, banks...

  • Game Product Specialist

    2 weeks ago

    Makati City, National Capital Region, Philippines Latte Recruitment Full time

    The Game Product Specialist role provides a clear path for career advancement in project and program management. Initially, you'll refine your skills in managing multiple projects, optimizing workflows, and leading cross-functional teams.The individual will develop and maintain codes for the gaming industry particularly backend applications using PHP...

  • Product Specialist

    4 days ago

    Quezon City, National Capital Region, Philippines Nephrology Services Phils., Inc. Full time

    Product Specialist serves product's internal & external expert, focusing on market success by supporting sales counterparts , assisting customers, analyzing trends, and recommending product or program enhancements, bridging technical details with market needs to boost sales and satisfaction throughout the product and sales lifecycle.QUALIFICATIONS1.1...

  • Onsite IT Support Specialist

    1 week ago

    Makati City, National Capital Region, Philippines Avaloq Full time

    Company Description Founded and headquartered in Switzerland, Avaloq is continuously expanding its global footprint with around 2,500 colleagues in 12 countries, and more than 170 clients in 35 countries. We are an industry-leading provider of wealth management technology and services for financial institutions around the world, including private banks and...

  • Customer Support Specialist

    2 weeks ago

    Makati City, National Capital Region, Philippines GAIC Professional Services Inc. Full time

    Company DescriptionGAIC Professional Services Inc. is an Outsourcing and Consulting Services company that caters to clients across various industries and sectors. As a subsidiary of EEI, it serves as the internal professional services arm, delivering technology-driven solutions to meet client needs.Role DescriptionThis is a full-time on-site role for a...