APPLY NOW! SaaS Product Support Analyst

KMC Solutions; Makati; On-site; PHP 480,000 - 800,000; Full time

Benefits offered by this job

Above-standard leave benefits

Continuous learning & career growth

Health Insurance/HMO coverage

Cloud HR platform Sprout access

Unlimited MadMax Coffee

Job summary

KMC Solutions is seeking a Product Support Specialist to support enterprise customers, investigate technical concerns, and collaborate with Sales, Product, and Customer Success teams. You will ensure reliable and responsive assistance across SOCi products and integrations.

Ideal candidates have 2–4 years in enterprise SaaS support, strong SQL and API skills, and excellent communication. The role emphasizes process improvement, on-call rotation, and coaching junior teammates.

Qualifications

• 2–4 years of direct customer support experience, preferably in an enterprise SaaS environment.
• Hands-on experience with APIs and API integrations.
• Proficiency in SQL and writing basic queries.
• Strong understanding of technology platforms and web infrastructure.
• Experience with enterprise social media platforms.
• Excellent written and verbal communication skills.
• Strong organizational and problem-solving skills.
• Experience working with Product, Sales, and Customer Success teams.
• Strong customer service and relationship management skills.

Responsibilities

• Build and maintain knowledge of SOCi products, services, features, and integrations.
• Handle customer and partner inquiries through email, web-based channels, and phone with timely, accurate responses.
• Identify opportunities to improve support processes and user education.
• Investigate and troubleshoot product-related issues, prioritizing urgent cases.
• Collaborate with Sales, Product, Customer Success, and other Support teams.
• Record support requests, case updates, and resolutions in case management platforms.
• Coordinate with Engineering to assess and resolve product issues and enhancements.
• Maintain high customer satisfaction across routine and complex concerns.
• Prepare detailed bug reports and feature requests from customer feedback.
• Ensure professional, clear, timely customer communications with updates.
• Help develop technical resources like knowledge bases and product docs.
• Support onboarding and development of junior team members through coaching.
• Join weekend/holiday on-call rotation as needed.
• Assist in improving training resources for internal/external users.
• Meet or exceed service levels, quality, and productivity targets.
• Contribute to initiatives and projects as assigned.
• Take ownership of special assignments and related duties.

Skills

APIs

SQL

Customer support

Communication

Problem solving

Cross-functional

SaaS knowledge

Technical aptitude

Tools

Salesforce

Freshdesk

Jira

Job description

Product Support Specialist

Take the next step in your career with KMC Solutions!

KMC Solutions is looking for a Product Support Specialist who will play an important role in supporting enterprise customers and helping them maximize the value of our products. You will investigate technical concerns, resolve product-related challenges, work closely with internal teams, and ensure customers receive reliable and responsive assistance.

What We Offer

Enjoy these benefits as part of your employment with KMC Solutions:

• Above-standard leave benefits

• Opportunities for continuous learning and career development

• Comprehensive Health Insurance/HMO coverage

• Convenient access to our Cloud HR platform, Sprout

• Unlimited MadMax Coffee

Qualifications and Experience

To be considered for this position, candidates should possess the following:

• 2–4 years of direct customer support experience, preferably in an enterprise SaaS environment.

• Hands-on experience with APIs and API integrations.

• Proficiency in SQL and writing basic queries.

• Strong understanding of technology platforms and web infrastructure.

• Experience with enterprise social media platforms.

• Excellent written and verbal communication skills.

• Strong organizational and problem-solving skills.

• Good analytical and critical-thinking abilities.

• Experience working with Product, Sales, and Customer Success teams.

• Strong customer service and relationship management skills.

Key Responsibilities

In this role, you will be expected to:

• Build and maintain comprehensive knowledge of SOCi products, services, features, and integrations.

• Handle customer and partner inquiries through email, web-based channels, and phone, ensuring timely, accurate, and helpful responses.

• Identify opportunities to improve support processes, strengthen user education, and expand the team's overall support capabilities.

• Investigate and troubleshoot product-related issues, including break/fix concerns, while prioritizing urgent cases and customer requirements.

• Collaborate with various departments, including Sales, Product, Customer Success, and other Support teams, to address customer needs effectively.

• Record support requests, case updates, and resolutions accurately in the designated case management platforms.

• Coordinate closely with Engineering to assess, prioritize, and resolve product issues, inquiries, and enhancement requests.

• Maintain a high standard of customer satisfaction when handling both routine and complex technical concerns.

• Prepare detailed and properly investigated bug reports and feature enhancement requests based on customer feedback and reported concerns.

• Ensure customer communications remain professional, clear, constructive, and timely, including regular updates and follow-ups with customers, colleagues, and Engineering.

• Help develop and maintain technical resources, including knowledge base articles, online community content, and product documentation.

• Support the onboarding and development of new and junior members of the technical support team through coaching and knowledge sharing.

• Join the weekend and holiday on-call rotation when required to provide assistance for urgent support matters.

• Assist in preparing and improving training resources and documentation for both internal teams and external users.

• Consistently meet or exceed established support service levels, quality expectations, and productivity targets.

• Contribute to technical and non-technical initiatives and projects as assigned.

• Take ownership of special assignments and perform other related duties as needed.

Additional Skills That Will Be an Advantage

Candidates with the following competencies and experience will have an added advantage:

• Working knowledge of Salesforce, Freshdesk, and Jira.

• Strong relationship-building skills and experience working with different business functions.

• A strong commitment to customer satisfaction and delivering a positive customer experience, with the ability to represent and champion the customer's perspective internally.

• Excellent communication abilities, both written and verbal.

• Ability to develop and maintain expert-level mastery of SOCi's products and solutions.

• Adaptability and the ability to manage changing priorities, take initiative, and work with minimal supervision in response to evolving business requirements.