Product Support Specialist

3 days ago

Makati City, National Capital Region, Philippines iRely Full time $40,000 - $60,000 per year

About iRely

In 2008, iRely began selling its Commodity Management system to producers and processors. Since then, we have continued to expand and implement new software designed to deliver business management solutions for the petroleum distribution, retail, agriculture, and commodity industries.

Today, iRely remains privately owned and self-funded, with a long-term ownership plan that ensures private ownership for decades to come. Our commitment to customer success has made us a global leader in digital transformation.

Headquartered in Dallas, Texas with offices in Bangalore (India), and Makati City (Philippines), iRely has nearly 40 years of experience providing end-to-end ERP and CTRM to over 500 customers in more than 25 countries.

Here at iRely, we understand that your Business isn't simple, but our Innovative Software Solutions are.  

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.
  • 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.

Why Choose Us? 

At iRely, we empower our team members to lead with innovation and consistently exceed customer expectations. As a hands-on leader passionate about ERP Implementation and team success, you'll have the chance to make a meaningful impact in this role. We provide competitive compensation, comprehensive benefits, and clear pathways for career growth, all within a supportive, collaborative environment that values your contributions.

Diversity and Inclusion

We believe that different perspectives and backgrounds are what make a company flourish. All qualified applicants will receive equal consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, economic status, disability, age, or any other legally protected characteristics. We are proud to be an inclusive company with values grounded in equality and ethics, where we celebrate, support, and embrace diversity.

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