Enterprise SaaS Support Specialist

KMC Solutions; Makati; On-site; PHP 480,000 - 800,000; Full time

Benefits offered by this job

Above-standard leave benefits

Continuous learning & career growth

Health Insurance/HMO coverage

Cloud HR platform Sprout access

Unlimited MadMax Coffee

Job summary

KMC Solutions is seeking a Product Support Specialist to support enterprise customers, investigate technical concerns, and collaborate with Sales, Product, and Customer Success teams. You will ensure reliable and responsive assistance across SOCi products and integrations.

Ideal candidates have 2–4 years in enterprise SaaS support, strong SQL and API skills, and excellent communication. The role emphasizes process improvement, on-call rotation, and coaching junior teammates.

Qualifications

• 2–4 years of direct customer support experience, preferably in an enterprise SaaS environment.
• Hands-on experience with APIs and API integrations.
• Proficiency in SQL and writing basic queries.
• Strong understanding of technology platforms and web infrastructure.
• Experience with enterprise social media platforms.
• Excellent written and verbal communication skills.
• Strong organizational and problem-solving skills.
• Experience working with Product, Sales, and Customer Success teams.
• Strong customer service and relationship management skills.

Responsibilities

• Build and maintain knowledge of SOCi products, services, features, and integrations.
• Handle customer and partner inquiries through email, web-based channels, and phone with timely, accurate responses.
• Identify opportunities to improve support processes and user education.
• Investigate and troubleshoot product-related issues, prioritizing urgent cases.
• Collaborate with Sales, Product, Customer Success, and other Support teams.
• Record support requests, case updates, and resolutions in case management platforms.
• Coordinate with Engineering to assess and resolve product issues and enhancements.
• Maintain high customer satisfaction across routine and complex concerns.
• Prepare detailed bug reports and feature requests from customer feedback.
• Ensure professional, clear, timely customer communications with updates.
• Help develop technical resources like knowledge bases and product docs.
• Support onboarding and development of junior team members through coaching.
• Join weekend/holiday on-call rotation as needed.
• Assist in improving training resources for internal/external users.
• Meet or exceed service levels, quality, and productivity targets.
• Contribute to initiatives and projects as assigned.
• Take ownership of special assignments and related duties.

Skills

APIs

SQL

Customer support

Communication

Problem solving

Cross-functional

SaaS knowledge

Technical aptitude

Tools

Salesforce

Freshdesk

Jira

Job description

KMC Solutions is seeking a Product Support Specialist to support enterprise customers, investigate technical concerns, and collaborate with Sales, Product, and Customer Success teams. You will ensure reliable and responsive assistance across SOCi products and integrations.

Ideal candidates have 2–4 years in enterprise SaaS support, strong SQL and API skills, and excellent communication. The role emphasizes process improvement, on-call rotation, and coaching junior teammates.