The Product Support Specialist is responsible for providing excellent customer service to our customers via email, chat, and ticketing systems. This includes resolving customer technical issues, answering questions, and providing tech support. The ideal candidate will have a strong understanding of our products and services, as well as excellent communication and problem-solving skills.
We’re looking for a Product Support Specialist to join our Product Support team.
You need to be a detail-oriented person, tech-savvy, with a strong interest in information technology. It’s important to have excellent interpersonal skills.
Respond to customer inquiries via email, chat, and ticketing systems in a timely and efficient manner.
Resolve customer issues in a professional and courteous manner.
Provide technical support to customers and staff.
Escalate customer issues to the appropriate team or department as needed.
Maintain accurate records of customer interactions.
Work with the Product and Engineering to provide a better understanding of customer’s technical issues.
Troubleshoot technical inquiries following the established SLAs
Good understanding of the business for logistics support and general assistance
Work along with the Customer Success team, to improve customer satisfaction by providing great technical and platform support.
Bachelor's degree in a related field or equivalent experience.
Strong analytical skills and the ability to interpret data and trends.
2 years of experience in customer support or technical support.
Strong understanding of our products and services.
Excellent communication and problem-solving skills.
Ability to work independently and as part of a team.
Excellent written and verbal communication skills.
Ability to work under pressure and meet deadlines.
Proficiency in Hubspot or any ticketing software (Zendesk, Jira, ServiceNow, Confluence, Salesforce).
Experience recreating and escalating bugs
Proficiency in English (C1+)
Minimum Programming experience (JavaScript, Python) (nice to have)
An optimistic and can-do character.
A proactive mindset that is always looking for ways to improve.
A great team player who enjoys working with others to achieve group success and improve customer outcomes.
Growth mindset, challenging the status quo to find new solutions and out-of-the-box ideas.
Locations: Philippines
Working hours: 7pm to 4am CST
A 100% work-from-home position with a company that values and fosters personal and professional growth
Monthly payment in USD
20 days of PTO and local national holidays
Company Equipment
Fixed Budget for expenses (healthcare, personal care or learning)