B2B SaaS Product Support Specialist (Evenings)

DOXA Talent; Philippines; Remote; PHP 360,000 - 480,000; Full time

Job summary

DOXA Talent is seeking a Product Support Specialist to provide frontline, entry-level technical and product support to B2B SaaS customers via email and chat. You will troubleshoot issues, document findings, and coordinate with technical teams to ensure quick resolutions.

This role requires excellent English communication, a customer-first mindset, and the ability to work across different time zones within a fast-paced, multi-client environment.

Qualifications

• Bachelor's degree in a related field.
• Experience in customer service or technical support.
• Experience in SaaS/software and with third-party integrations such as QuickBooks or Salesforce.
• Zendesk experience is a plus.
• Excellent English communication, basic technical troubleshooting, and documentation skills.
• Able to work across time zones and independently as well as collaboratively.

Responsibilities

• 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 promptly, courteously, and in line with SLAs.
• Troubleshoot integrated applications and software issues.
• Test, document, and analyze application behavior and data.
• Learn about subscription analytics, revenue recognition, invoicing processes, and payments processes.
• Interact with CEOs, CFOs, and accounting staff in high-growth SaaS businesses.

Skills

Communication

Customer service

Technical troubleshooting

Documentation

Analytical thinking

Attention to detail

Education

Bachelor's degree

Tools

Zendesk

QuickBooks

Salesforce

Job description

DOXA Talent is seeking a Product Support Specialist to provide frontline, entry-level technical and product support to B2B SaaS customers via email and chat. You will troubleshoot issues, document findings, and coordinate with technical teams to ensure quick resolutions.

This role requires excellent English communication, a customer-first mindset, and the ability to work across different time zones within a fast-paced, multi-client environment.