E-Commerce Product Support Specialist (Hybrid)

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

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.