Enterprise SaaS Product Support Specialist — Hybrid

KMC Solutions; Philippines; Hybrid; PHP 360,000 - 600,000; Full time

Benefits offered by this job

Health Insurance/HMO

Unlimited MadMax Coffee

Diverse learning & growth

Accessible Cloud HR platform (Sprout)

Above standard leaves

Job summary

KMC Solutions in Philippines is seeking a Product Support Specialist to help enterprise customers succeed by delivering world-class technical support and resolving complex product issues.

You will provide email, web, and phone support, document interactions, and collaborate with Engineering, Sales, Product, and Customer Success. Role starts onsite in Makati for 6 months, then transitions to a hybrid setup.

Qualifications

• 2–4 years of direct customer support in a fast-paced enterprise SaaS environment.
• Strong written, verbal, and organizational skills.
• Knowledge of web platforms and infrastructure.
• Experience with enterprise social networks.
• Excellent problem solving, analytical skills.
• Ability to collaborate cross-functionally with Product, Sales and Customer Success.
• Willingness to work off hours as urgent needs dictate.
• Personable, proactive and able to work under time constraints.
• Experience with social listings management is a plus.
• Willing to work onsite in Makati for the first 6 months then hybrid.

Responsibilities

• Provide email, web, and phone support to SOCi customers and partners in a timely and accurate manner
• Analyze break/fix issues and work with urgency to deliver solutions
• Document all support interactions and resolutions in case management systems
• Contribute to our knowledge base, online community, and other docs
• Submit well researched bugs and feature requests
• Partner with engineering teams in prioritizing and resolving customer issues
• Work cross-functionally with Sales, Support, Product, Customer Success
• Deliver high customer satisfaction on all issues via support channels
• Participate in weekend/holiday on-call support rotation as needed
• Train and mentor new and junior staff
• Work on technical and non-technical projects
• Create documentation and training material
• Maintain clear, concise communication with customers and teams
• Aim to master SOCi products and integrations
• Proactively identify opportunities to improve support

Skills

Customer support

Written comms

Verbal comms

Cross-functional

Technical understanding

Sales & CS align

Tools

Salesforce

Freshdesk

Jira

Job description

KMC Solutions in Philippines is seeking a Product Support Specialist to help enterprise customers succeed by delivering world-class technical support and resolving complex product issues.

You will provide email, web, and phone support, document interactions, and collaborate with Engineering, Sales, Product, and Customer Success. Role starts onsite in Makati for 6 months, then transitions to a hybrid setup.