Product Support Specialist

PeekUp Philippines Corporation; Taguig; On-site; PHP 334,800 - 502,200; Full time

Job summary

A leading e-commerce support company in Metro Manila is looking for a Product Support Specialist. This role is crucial for ensuring customers have a seamless experience with product-related inquiries and troubleshooting. The ideal candidate will have at least 3 years of experience in e-commerce, particularly on platforms like Shopee and Lazada, and possess excellent communication and technical skills. Responsibilities include managing customer queries, maintaining product documentation, and collaborating with cross-functional teams to enhance product offerings and customer satisfaction.

Qualifications

• At least 3 years of e-commerce experience, preferably with Shopee and Lazada.
• Experience with inbounding and outbounding of products.
• Technical skills for troubleshooting product-related issues.

Responsibilities

• Assist customers with product-related issues via various channels.
• Develop and update knowledge base articles and FAQs.
• Monitor product performance and customer satisfaction metrics.

Skills

E-commerce experience

Product listing skills

Customer communication

Technical troubleshooting

Job description

TheProduct Support Specialist plays a vital role in ensuring customers have a seamless experience with a company’s products. This position is responsible for providing technical assistance, troubleshooting issues, answering inquiries, and offering guidance on product usage.

Qualifications

• At least 3 years of e-commerce experience (Shopee and Lazada)
• Inbounding and outbounding of products
• Knows how to do product listing on the platform

Role Description

Product Support & Troubleshooting

• Assist customers and users with product-related issues via phone, email, chat, or other communication channels.

Product Knowledge Management

• Develop and maintain knowledge base articles, FAQs, and product documentation to assist users and internal teams.
• Continuously update and expand personal knowledge of the product and related technologies.
• Provide product training and onboarding to new users or customers.

Customer Communication & Relationship Building

• Communicate effectively with customers to manage expectations, deliver updates, and follow up on open support requests.
• Provide exceptional customer service to ensure a positive user experience and customer satisfaction.
• Maintain a professional demeanor and patience while addressing concerns or technical challenges.

Performance Metrics & Reporting

• Monitor and report on product performance, customer satisfaction, and issue resolution times.
• Contribute to reports for leadership regarding common product issues, trends, or customer feedback.

Collaboration with Cross-Functional Teams

• Work closely with product managers, engineers, quality assurance teams, and customer success teams to resolve customer issues and drive product improvements.
• Participate in product development discussions to ensure that customer feedback is integrated into the product lifecycle.