Application Support Specialist I

KMC Solutions; Philippines; On-site; PHP 558,000 - 893,000; Full time

Benefits offered by this job

Health Insurance

MadMax Coffee

Learning & growth opportunities

Cloud HR platform Sprout

Above standard leaves

Job summary

KMC Solutions is seeking a Product Support Specialist in Makati to provide email, web, and phone support to SOCi customers and partners, delivering timely and accurate solutions.

You will collaborate with engineering and cross-functional teams, document interactions, contribute to the knowledge base, and mentor junior staff while maintaining service levels. On-site for initial 6 months before transitioning to hybrid work.

Qualifications

• 2–4 years of direct customer support experience in a fast-paced environment

Responsibilities

• Provide email, web, and phone support to SOCi customers and partners in a timely and accurate manner
• Analyze break/fix issues and deliver solutions to meet customer and partner needs
• Document all support interactions and resolutions in the case management systems
• Contribute to the technical knowledge base, online community, and other technical documentation
• Submit well researched bugs and feature requests arising from customer requests
• Partner with engineering to prioritize and resolve customer issues and product enhancements
• Work with cross-functional teams including Sales, Support, Product, and Customer Success
• Deliver a high level of customer satisfaction on basic and advanced issues
• Participate in weekend/holiday on-call rotation as needed
• Train and mentor new and junior support staff
• Work on technical and non-technical projects
• Create documentation and training material for external and internal content
• Maintain clear, concise, and positive communication for all cases
• Achieve expert level with all SOCi products and integrations
• Maintain or exceed service levels and productivity standards
• Identify opportunities to improve support and educate users
• Take on special projects as needed
• Other tasks as assigned

Skills

Customer support

Written communication

Verbal communication

Cross-functional collaboration

Problem solving

Analytical skills

Team player

Independent work

Tools

Salesforce

Freshdesk

Jira

Job description

Make your next big career move by applying as KMC Solutions' next PRODUCT SUPPORT SPECIALIST!

Join our team as a Product Support Specialist and help enterprise customers succeed by providing world-class technical support, solving complex product issues, and delivering an exceptional customer experience.

On top of your salary, here are the exciting benefits you can look forward to:

• Health Insurance/HMO

• Enjoy unlimited MadMax Coffee

• Diverse learning & growth opportunities

• Accessible Cloud HR platform (Sprout)

• Above standard leaves

The main responsibilities of a PRODUCT SUPPORT SPECIALIST include:

• Provide email, web, and phone support to SOCi customers and partners in a timely andaccurate manner

• Analyze break/fix issues and work with a sense of urgency to deliver solutions to meetcustomer and partner needs

• Document all support interactions and resolutions in the existing case management systems

• Actively contribute to our technical knowledge base, online community, and other technicaldocumentation

• Submit well researched and well documented bugs and feature requests arising fromcustomer submitted requests

• Partner with engineering teams in prioritizing and resolving customer issues, questions, andproduct enhancements

• Work effectively with cross-functional teams including Sales, Support, Product, CustomerSuccess, etc.

• Deliver a very high level of customer satisfaction on basic and advanced issues receivedthrough our support channels

• Participate in weekend/holiday on-call support rotation as needed

• Train and mentor new and jr. support staff

• Work on technical and non-technical projects

• Provide ideas and assist with creation of documentation and training material for externaland internal content

• Maintain clear, concise, and positive communication for all cases in a timely and efficienmanner including follow-ups with customers, team members, and engineers

• Achieve expert level with all SOCi products, offerings, and integrations

• Maintain or exceed our established service levels and productivity standards

• Be proactive and identify opportunities for our team to provide better support, educate ourusers, and scale our support model

• Take on special projects as needed

• Other tasks and duties as assigned

To apply, you must be an expert on the following requirements:

• 2-4 years of direct, verifiable customer support experience in a fast-paced environment –preferably with an enterprise SaaS provider

• Strong written, verbal, and organization skills

• Strong understanding of technological platforms and web infrastructure

• Experience with enterprise social media networks

• Excellent problem solving, critical thinking, and analytical skills

• Ability to work effectively cross-functionally with Product, Sales and Customer Success.

• Excellent customer relationship skills (customer facing, ability to assess customer needs andinteract with all levels of management)

• Willingness to work off hours (nights and weekends) as urgent customer needs dictate

• Committed team player with the ability to function both independently and as part of a team

• Must be personable, friendly, and able to work efficiently under time constraints.

• In this position, you will routinely act independently while researching and developingsolutions to customer issues

• Experience working with social media platforms and listings management software is a plus

• Experience working with local landing pages and SEO is a plus

• Willing to work onsite in Makati for the first 6 months and transition to a hybrid work setup

It will also be favorable if you are knowledgeable in:

• Exceptional communication skills both written & verbal.

• Strong interpersonal skills & proven success in cross-functional collaboration

• Develop and maintain expert level mastery of SOCi products

• Proficient with Salesforce, Freshdesk and Jira

• Desire to focus on customer satisfaction and the customer experience, and a willingness tobe its internal advocate of both

• The ability to self-direct as circumstances change and priorities shift, based onorganizational needs, without constant & overt micromanagement