BPO - Product Support Specialist (Hybrid Setup)

Unity Communications; Parañaque; Hybrid; PHP 223,000 - 446,000; Full time

Benefits offered by this job

HMO coverage

Dependent benefits after 1 year

13th-month pay

Non-taxable allowances

Pay increases & bonuses

Growth opportunities

Birthday gifts

Job summary

Unity Communications is seeking a Product Support Specialist to act as the main liaison between customers and vendors, ensuring timely, accurate responses to product inquiries. This role requires strong online research, multi‑screen work, and excellent communication across calls, email, and video.

You will monitor tickets, research catalogs, coordinate with vendors, document fixes in the knowledge base, and help optimize product content and quotes.

Qualifications

• Experience handling e-commerce accounts.
• Expert-level internet research skills and ability to navigate websites, catalogs, and technical manuals.
• Expert-level proficiency in Microsoft Office and Google Workspace.
• Strong analytical and problem-solving skills with attention to detail and following procedures.
• Excellent communication skills via phone, video conferencing, and email.
• Comfortable working across multiple screens and managing multiple windows.
• Experience in technical sales, distribution, or HVAC is a strong advantage.
• Familiarity with the roles of manufacturers, manufacturers' representatives, and distributors in the supply chain.
• Experience with BigCommerce and/or NetSuite is a plus.

Responsibilities

• Monitor dashboard for new and pending product support tickets and process them by researching manufacturers' catalogs and knowledge base.
• Communicate with vendor support staff when answers cannot be found using in-house materials.
• Document solution steps in the knowledge base as new problems and resolutions arise.
• Identify and flag product discrepancies on the website and submit changes to content management.
• Review RFQs, prepare quotes, and address customer questions about quotes.
• Identify replacement parts using vendor selection software and catalogs.
• Analyze inbound leads, break them into usable lists, coordinate with vendors for detailed responses, and reply professionally.
• Answer inbound customer service calls as needed.
• Perform other tasks as required or assigned.

Skills

E-commerce account experience

Web research

MS Office / Google Workspace

Analytical thinking

Communication skills

Multi-screen workflow

Technical sales / HVAC experience

Supply chain knowledge

BigCommerce experience

NetSuite experience

Tools

BigCommerce

NetSuite

Job description

Do you have a knack for tracking down answers that others can't find—across catalogs, portals, and vendor networks? If you thrive in a fast-paced e-commerce environment where no two inquiries are the same, Unity Communications has a role built for you.

As a Product Support Specialist, you'll serve as the key liaison between customers and vendors, ensuring every product inquiry gets a professional, timely, and accurate response. If you're analytical, tech-savvy, and take pride in being the person who always finds the answer, we'd love to hear from you!

How You Spend Your Eight Hours

• Monitor your dashboard for new and pending product support tickets and process them by researching manufacturers' catalogs and knowledge base
• Communicate directly with vendor support staff when answers cannot be found using in-house materials
• Document solution steps in the knowledge base as new problems and resolutions arise
• Identify and flag product discrepancies found on the website and submit required changes to the content management team
• Review RFQs, prepare quotes, and address customer questions about quotes
• Identify replacement parts using vendor selection software, manufacturer catalogs, and direct vendor communication
• Analyze inbound leads, break them down into clean and usable lists, coordinate with vendors for detailed responses, and deliver professional replies to customers
• Answer inbound customer service calls as needed
• Perform other tasks as required or assigned

What You Must Possess

• Experience handling e-commerce account
• Expert-level internet research skills and the ability to navigate websites, product catalogs, and technical manuals with ease
• Expert-level proficiency in Microsoft Office and Google Workspace
• Strong analytical and problem-solving skills with a deep appreciation for detail and following step-by-step procedures
• Excellent communication skills via phone, video conferencing, and email
• Comfortable working across multiple screens and managing multiple windows simultaneously
• Experience in technical sales, distribution, or HVAC is a strong advantage
• Familiarity with the roles of manufacturers, manufacturers' representatives, and distributors in the supply chain is a plus
• Experience with BigCommerce and/or NetSuite is a plus

What You Shall Receive

• HMO coverage upon regularization, with one free dependent after one year of continuous service and another free dependent after two years of continuous service
• VL/SL credits upon regularization
• Friendly and supportive work culture
• 13th-month pay and other Philippine-government-mandated benefits
• Non-taxable allowances
• Pay increases, performance bonuses, growth opportunities, birthday gifts, and many more

What You Should Consider

• Probationary, full-time position
• Hybrid work setup, with onsite training

Why Join Our Company

You look for a company whose senior management listens to what you are and aren’t saying and whose managers and team leads you can genuinely connect with. According to Glassdoor, 99% of the current and previous employees recommend Unity Communications to their friends, and 100% approve of its executive management. Our company is a Certified Great Place To Work that values inclusion and diversity and spreads kindness and positivity.