Product Support Specialist

DOXA Talent; Philippines; Remote; PHP 360,000 - 480,000; Full time

Job summary

DOXA Talent is seeking a Product Support Specialist to provide frontline, entry-level technical and product support to B2B SaaS customers via email and chat. You will troubleshoot issues, document findings, and coordinate with technical teams to ensure quick resolutions.

This role requires excellent English communication, a customer-first mindset, and the ability to work across different time zones within a fast-paced, multi-client environment.

Qualifications

• Bachelor's degree in a related field.
• Experience in customer service or technical support.
• Experience in SaaS/software and with third-party integrations such as QuickBooks or Salesforce.
• Zendesk experience is a plus.
• Excellent English communication, basic technical troubleshooting, and documentation skills.
• Able to work across time zones and independently as well as collaboratively.

Responsibilities

• Provide frontline entry-level technical and product support to B2B SaaS customers via email and chat.
• Escalate and coordinate with technical teams on complex product issues and enhancements.
• Answer customer queries promptly, courteously, and in line with SLAs.
• Troubleshoot integrated applications and software issues.
• Test, document, and analyze application behavior and data.
• Learn about subscription analytics, revenue recognition, invoicing processes, and payments processes.
• Interact with CEOs, CFOs, and accounting staff in high-growth SaaS businesses.

Skills

Communication

Customer service

Technical troubleshooting

Documentation

Analytical thinking

Attention to detail

Education

Bachelor's degree

Tools

Zendesk

QuickBooks

Salesforce

Job description

At DOXA, we are dedicated to connecting businesses with top-tier talent across various industries. Our mission is to deliver innovative solutions that drive exceptional outsourcing services, enabling companies to expand their teams and grow their operations seamlessly.

What sets DOXA apart is our commitment to fostering a vibrant and supportive team culture. Join us and be part of a culture that prioritizes your happiness and well-being, ensuring you thrive both personally and professionally.

The Role:

We're seeking a motivated and customer-oriented Product Support Specialist to provide entry-level technical and product support to B2B SaaS customers. This role is ideal for someone with strong communication skills, a customer-first mindset, and the ability to troubleshoot software-related issues in a fast-paced environment.

You'll play a key role in supporting customers through email and chat, resolving product inquiries, troubleshooting integrations, documenting issues, and coordinating with technical teams to ensure an exceptional customer experience.

Environment: International Teams.

Language: Advanced English (B2+ - C1).

Timezone: Monday to Friday - 5:00 PM to 2:00 AM CST (initial schedule, pending client confirmation of the permanent working hours).

Contract: Non-fixed Term Contract.

Requirements:

• Education: Bachelor's degree in a related field.
• Experience: Previous experience in customer service or technical support is required. Experience working for a SaaS/software company and with third-party integrations such as QuickBooks or Salesforce is highly preferred. Zendesk experience is a plus.
• Skills: Excellent written and verbal communication skills in English, basic technical troubleshooting, analytical thinking, attention to detail, and the ability to document and analyze software issues.
• Characteristics: Customer-oriented, empathetic, proactive, adaptable, and capable of working independently and collaboratively in a fast-paced, multi-client environment. Willingness to work across different time zones for training and coverage.

Responsibilities:

• Provide frontline, entry-level, technical, and product support to B2B SaaS customers via email and chat
• Escalate and coordinate with technical teams on complex product issues and enhancements
• Answer customer queries in a prompt, courteous, and professional manner, and provide solutions using the company platform within required SLAs
• Troubleshoot integrated applications and software issues
• Test, recreate, document, and analyze application behavior and data
• Learn about subscription analytics, revenue recognition accounting, invoicing processes, and payments processes
• Interact with dynamic CEOs, CFOs, and accounting staff in high-growth SaaS businesses