Product Support Specialist

ROLE SUMMARY

Our client is looking for a motivated and customer-oriented Product Support Specialist to join our client’s team. This role will be responsible for providing basic technical and product support to B2B SaaS customers via email and chat. He/she will also help troubleshoot issues, escalate complex cases, and coordinate with technical teams.

To be successful in this role, you should have great communication skills, genuine empathy in interacting with customers, and experience in providing exceptional customer service. You should be able to work in a fast-paced environment and learn new skills quickly.

POSSIBLE SCHEDULES:

9:00 AM – 6:00 PM Eastern Daylight Time (9:00 PM – 6:00 AM Philippine Standard Time)

9:00 AM – 6:00 PM Central Daylight Time (10:00 PM – 7:00 AM Philippine Standard Time)

Follows Philippine Holidays

POSITION TYPE: Full Time

WORK ARRANGEMENT: Remote

ESSENTIAL FUNCTIONS

·       Provide frontline, entry-level, technical, and product support to B2B SaaS customers via email and chat

·       Escalate and coordinate with technical teams on complex product issues and enhancements

·       Answer customer queries in a prompt, courteous, and professional manner, and provide solutions using the company platform within required SLAs

·       Troubleshoot integrated applications and software issues

·       Test, recreate, document, and analyze application behavior and data

·       Learn about subscription analytics, revenue recognition accounting, invoicing processes, and payment processes

·       Interact with dynamic CEOs, CFOs, and accounting staff in high-growth SaaS businesses

QUALIFICATIONS

·       A Bachelor’s degree in the related field

·       Experience in customer service or technical support, providing genuine empathy in interacting with customers

·       Prior experience at a SaaS/Software company is highly preferred

·       Experience with 3rd party integrations is highly preferred (QuickBooks, Salesforce, etc.)

·       Zendesk experience is a plus

·       Excellent written and verbal communication skills in English

·       Ability to work independently and as part of a team

·       Ability to work in different time zones as needed for training and coverage

·       Experience in a multi-client environment

·       Analytical skills with particular attention to detail