Product Support Specialist

EviSmart; Taguig; On-site; PHP 502,000 - 837,000; Full time

Job summary

EviSmart is seeking a Product Support Specialist to assist dental labs and dentists worldwide with software issues and troubleshooting. This on-site, full-time night-shift role supports customers by understanding product usage, resolving problems, and providing clear updates throughout incidents.

You will collaborate with Technical Support and Engineering to handle complex issues, identify recurring problems, and improve support resources for a global client base.

Qualifications

• Experience in software product support or SaaS customer support.
• Ability to troubleshoot software issues.
• Strong written and verbal English communication.
• Familiarity with ticketing systems.
• Ability to explain technical problems in simple terms.
• Proactive mindset and willingness to learn complex software products.

Responsibilities

• Assist customers with software issues, questions, and troubleshooting.
• Understand how our products work and how customers use them.
• Find temporary workarounds when an immediate fix isn't available.
• Manage support tickets and follow through until issues are resolved.
• Work with Technical Support and Engineering teams on more complex issues.
• Provide clear and timely updates to customers during incidents.
• Identify recurring problems and help prevent them from happening again.
• Help improve our support processes and knowledge resources.

Skills

Software support experience

Problem-solving

English communication

Ticketing systems

Troubleshooting

Job description

Product Support Specialist

EviSmart | Global Continuity Team On-site Full-Time Night Shift

We're looking for a Product Support Specialist who can help customers resolve software issues and keep their operations running.

Our customers are dental labs and dentists around the world who rely on our software every day. When something isn't working, we need someone who can understand the problem, find a practical solution, and keep the customer informed.

What You'll Do

• Assist customers with software issues, questions, and troubleshooting.

• Understand how our products work and how customers use them.

• Find temporary workarounds when an immediate fix isn't available.

• Manage support tickets and follow through until issues are resolved.

• Work with Technical Support and Engineering teams on more complex issues.

• Provide clear and timely updates to customers during incidents.

• Identify recurring problems and help prevent them from happening again.

• Help improve our support processes and knowledge resources.

What We're Looking For

• Experience in software product support, application support, or SaaS customer support.

• Strong problem-solving skills and the ability to troubleshoot software issues.

• Good written and verbal English communication skills.

• Ability to explain technical problems in simple terms.

• Familiarity with ticketing systems and basic technical troubleshooting.

• Ability to prioritize issues and remain calm under pressure.

• A proactive mindset and willingness to learn complex software products.

You don't need to be a software developer. What matters is your ability to understand the product, solve customer problems, and take ownership until customers can continue working.

About EviSmart

EviSmart develops software that helps dental labs and dental professionals manage their digital workflows.

You’ll join our Global Continuity team, working alongside Product Support and Technical Support Specialists to help customers around the world keep their operations running.