Product Support Specialist - Enterprise SaaS

KMC Solutions; Philippines; On-site; PHP 558,000 - 893,000; Full time

Benefits offered by this job

Health Insurance

MadMax Coffee

Learning & growth opportunities

Cloud HR platform Sprout

Above standard leaves

Job summary

KMC Solutions is seeking a Product Support Specialist in Makati to provide email, web, and phone support to SOCi customers and partners, delivering timely and accurate solutions.

You will collaborate with engineering and cross-functional teams, document interactions, contribute to the knowledge base, and mentor junior staff while maintaining service levels. On-site for initial 6 months before transitioning to hybrid work.

Qualifications

• 2–4 years of direct customer support experience in a fast-paced environment

Responsibilities

• Provide email, web, and phone support to SOCi customers and partners in a timely and accurate manner
• Analyze break/fix issues and deliver solutions to meet customer and partner needs
• Document all support interactions and resolutions in the case management systems
• Contribute to the technical knowledge base, online community, and other technical documentation
• Submit well researched bugs and feature requests arising from customer requests
• Partner with engineering to prioritize and resolve customer issues and product enhancements
• Work with cross-functional teams including Sales, Support, Product, and Customer Success
• Deliver a high level of customer satisfaction on basic and advanced issues
• Participate in weekend/holiday on-call rotation as needed
• Train and mentor new and junior support staff
• Work on technical and non-technical projects
• Create documentation and training material for external and internal content
• Maintain clear, concise, and positive communication for all cases
• Achieve expert level with all SOCi products and integrations
• Maintain or exceed service levels and productivity standards
• Identify opportunities to improve support and educate users
• Take on special projects as needed
• Other tasks as assigned

Skills

Customer support

Written communication

Verbal communication

Cross-functional collaboration

Problem solving

Analytical skills

Team player

Independent work

Tools

Salesforce

Freshdesk

Jira

Job description

KMC Solutions is seeking a Product Support Specialist in Makati to provide email, web, and phone support to SOCi customers and partners, delivering timely and accurate solutions.

You will collaborate with engineering and cross-functional teams, document interactions, contribute to the knowledge base, and mentor junior staff while maintaining service levels. On-site for initial 6 months before transitioning to hybrid work.