Product Support Specialist — Enterprise SaaS Expert

KMC Solutions; Makati; Hybrid; PHP 300,000 - 480,000; Full time

Benefits offered by this job

Health Insurance/HMO

Diverse learning & growth

Accessible Cloud HR platform (Sprout)

Above standard leaves

Job summary

KMC Solutions is seeking a Product Support Specialist to help enterprise customers succeed by delivering world-class technical support, solving complex product issues, and ensuring an exceptional customer experience.

The role handles email, web, and phone support, documents interactions, contributes to knowledge bases, and collaborates with engineering and cross-functional teams. Onsite in Makati for 6 months, then hybrid work setup.

Qualifications

• 2–4 years of direct, verifiable customer support experience in a fast-paced environment.
• Strong written, verbal, and organizational skills.
• Experience with enterprise social media networks and web infrastructure.

Responsibilities

• Provide email, web, and phone support to SOCi customers and partners in a timely and accurate manner
• Analyze break/fix issues and work with urgency to deliver solutions
• Document all support interactions and resolutions in case management systems
• Contribute to knowledge base, online community, and documentation
• Collaborate with engineering teams to prioritize and resolve issues
• Work with cross-functional teams including Sales, Support, Product, Customer Success
• Deliver high customer satisfaction on basic and advanced issues
• Participate in weekend/holiday on-call rotation as needed
• Train and mentor new and junior support staff

Skills

Customer support

Written and verbal communication

Cross-functional collaboration

Tech-savvy

Urgent problem solving

Tools

Salesforce

Freshdesk

Jira

Job description

KMC Solutions is seeking a Product Support Specialist to help enterprise customers succeed by delivering world-class technical support, solving complex product issues, and ensuring an exceptional customer experience.

The role handles email, web, and phone support, documents interactions, contributes to knowledge bases, and collaborates with engineering and cross-functional teams. Onsite in Makati for 6 months, then hybrid work setup.