Bpo - Product Support Specialist (Hybrid Setup)

Unity Communications; Philippines; Hybrid; PHP 279,000 - 446,000; Full time

Benefits offered by this job

HMO coverage upon regularization

One free dependent after one year

Two free dependents after two years

VL/SL credits upon regularization

Friendly and supportive work culture

13th-month pay and other government-m

Job summary

Unity Communications is seeking a Product Support Specialist for a hybrid setup in the Philippines. You will serve as the key liaison between customers and vendors, ensuring timely, accurate responses to product inquiries.

Responsibilities include researching catalogs, updating knowledge bases, quoting RFQs, and coordinating with content and vendor teams. The role requires strong internet research, MS Office/Google Workspace skills, and excellent communication across channels.

Qualifications

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

Responsibilities

• Monitor dashboards and process new and pending product support tickets by researching catalogs.
• Communicate with vendor support when in-house materials are insufficient.
• Document solution steps in the knowledge base as issues arise.
• Flag product discrepancies and submit changes to content management.
• Review RFQs, prepare quotes, and address customer questions.
• Identify replacement parts using vendor tools and catalogs.
• Analyze inbound leads, coordinate with vendors, and provide professional responses.
• Answer inbound customer service calls as needed.
• Perform other tasks as required.

Skills

E-commerce account management

Internet research

Analytical thinking

Communication skills

Multitasking

Technical sales/HVAC knowledge

Tools

Microsoft Office

Google Workspace

BigCommerce

NetSuite

Job description

BPO - Product Support Specialist (Hybrid Setup)

Company : Unity Communications Job Type : Full Time Philippines JobCopilot will tailor your resume and auto-fill the application

Job Description - BPO - Product Support Specialist (Hybrid Setup)

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.