L1 Product Support

2 days ago

Ortigas Alabang Pampamga or Cebu, Philippines Staff Domain Inc. Full time $30,000 - $50,000 per year
Job Summary:

The Product Support Representative is responsible for providing exceptional support and guidance to customers using our SaaS technology solutions. This role involves resolving technical and usage-related issues, contributing to customer satisfaction and retention, and ensuring clients successfully adopt and derive maximum value from our products

Job Responsibilities:

Customer Support:
  • Respond promptly and professionally to customer inquiries via email, chat, phone, and support ticket systems.
  • Diagnose, troubleshoot, and resolve technical issues effectively.
  • Escalate complex issues to appropriate teams with thorough documentation.
Product Knowledge:
  • Develop and maintain an in-depth understanding of our SaaS products and features.
  • Provide guidance and training to customers to ensure optimal use of the product.
Documentation and Reporting:
  • Accurately document customer interactions and solutions provided.
  • Contribute to the creation and updating of support documentation, FAQs, and user guides.
Collaboration and Feedback:
  • Collaborate closely with Product, Engineering, and Customer Success teams to communicate customer insights, feature requests, and product enhancements.
  • Identify and communicate trends in customer issues and recommend improvements


Requirements Job Requirements:
  • 1-2 years of experience in customer support or technical support roles, ideally within a SaaS or software technology environment.
  • Experience working with ticketing systems (e.g., Zendesk, Freshdesk) and CRM platforms.
  • Proven ability to troubleshoot and resolve technical issues.
Job Attributes:
  • Exceptional communication skills, both verbal and written.
  • Strong problem-solving and analytical abilities.
  • Patient, empathetic, and dedicated to delivering excellent customer service.
  • Highly organized, detail-oriented, and capable of managing multiple priorities.
  • Proactive and resourceful in learning and adapting to new technologies.
Additional Information:
  • 2 hires required to cover 7:00 AM – 7:00 PM UK time support window.
  • Onsite role : Ortigas, Alabang, Pampanga, Cebu
  • 1st Hire will be working from : 06:30 AM – 03:30 PM UK time
  • 2nd Hire will be working from : 10:30 AM – 07:30 PM UK time

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