Product Support Specialist I

KMC Solutions; Philippines; Hybrid; PHP 360,000 - 600,000; Full time

Benefits offered by this job

Health Insurance/HMO

Unlimited MadMax Coffee

Diverse learning & growth

Accessible Cloud HR platform (Sprout)

Above standard leaves

Job summary

KMC Solutions in Philippines is seeking a Product Support Specialist to help enterprise customers succeed by delivering world-class technical support and resolving complex product issues.

You will provide email, web, and phone support, document interactions, and collaborate with Engineering, Sales, Product, and Customer Success. Role starts onsite in Makati for 6 months, then transitions to a hybrid setup.

Qualifications

• 2–4 years of direct customer support in a fast-paced enterprise SaaS environment.
• Strong written, verbal, and organizational skills.
• Knowledge of web platforms and infrastructure.
• Experience with enterprise social networks.
• Excellent problem solving, analytical skills.
• Ability to collaborate cross-functionally with Product, Sales and Customer Success.
• Willingness to work off hours as urgent needs dictate.
• Personable, proactive and able to work under time constraints.
• Experience with social listings management is a plus.
• Willing to work onsite in Makati for the first 6 months then hybrid.

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 our knowledge base, online community, and other docs
• Submit well researched bugs and feature requests
• Partner with engineering teams in prioritizing and resolving customer issues
• Work cross-functionally with Sales, Support, Product, Customer Success
• Deliver high customer satisfaction on all issues via support channels
• Participate in weekend/holiday on-call support rotation as needed
• Train and mentor new and junior staff
• Work on technical and non-technical projects
• Create documentation and training material
• Maintain clear, concise communication with customers and teams
• Aim to master SOCi products and integrations
• Proactively identify opportunities to improve support

Skills

Customer support

Written comms

Verbal comms

Cross-functional

Technical understanding

Sales & CS align

Tools

Salesforce

Freshdesk

Jira

Job description

Make your next big career move by applying as KMC Solutions next PRODUCT SUPPORT SPECIALIST!

Join our team as a Product Support Specialist and help enterprise customers succeed by providing world-class technical support, solving complex product issues, and delivering an exceptional customer experience.

On top of your salary, here are the exciting benefits you can look forward to:

• Health Insurance/HMO
• Enjoy unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

The main responsibilities of a PRODUCT SUPPORT SPECIALIST include:

• Provide email, web, and phone support to SOCi customers and partners in a timely and accurate manner
• Analyze break/fix issues and work with a sense of urgency to deliver solutions to meet customer and partner needs
• Document all support interactions and resolutions in the existing case management systems
• Actively contribute to our technical knowledge base, online community, and other technical documentation
• Submit well researched and well documented bugs and feature requests arising from customer submitted requests
• Partner with engineering teams in prioritizing and resolving customer issues, questions, and product enhancements
• Work effectively with cross-functional teams including Sales, Support, Product, Customer Success, etc.
• Deliver a very high level of customer satisfaction on basic and advanced issues received through our support channels
• Participate in weekend/holiday on-call support rotation as needed
• Train and mentor new and jr. support staff
• Work on technical and non-technical projects
• Provide ideas and assist with creation of documentation and training material for external and internal content
• Maintain clear, concise, and positive communication for all cases in a timely and efficien manner including follow-ups with customers, team members, and engineers
• Achieve expert level with all SOCi products, offerings, and integrations
• Maintain or exceed our established service levels and productivity standards
• Be proactive and identify opportunities for our team to provide better support, educate our users, and scale our support model
• Take on special projects as needed
• Other tasks and duties as assigned

To apply, you must be an expert on the following requirements:

• 2-4 years of direct, verifiable customer support experience in a fast-paced environment –preferably with an enterprise SaaS provider
• Strong written, verbal, and organization skills
• Strong understanding of technological platforms and web infrastructure
• Experience with enterprise social media networks
• Excellent problem solving, critical thinking, and analytical skills
• Ability to work effectively cross-functionally with Product, Sales and Customer Success.
• Excellent customer relationship skills (customer facing, ability to assess customer needs and interact with all levels of management)
• Willingness to work off hours (nights and weekends) as urgent customer needs dictate
• Committed team player with the ability to function both independently and as part of a team
• Must be personable, friendly, and able to work efficiently under time constraints.
• In this position, you will routinely act independently while researching and developing solutions to customer issues
• Experience working with social media platforms and listings management software is a plus
• Experience working with local landing pages and SEO is a plus
• Willing to work onsite in Makati for the first 6 months and transition to a hybrid work setup

It will also be favorable if you are knowledgeable in:

• Exceptional communication skills both written & verbal.
• Strong interpersonal skills & proven success in cross-functional collaboration
• Develop and maintain expert level mastery of SOCi products
• Proficient with Salesforce, Freshdesk and Jira
• Desire to focus on customer satisfaction and the customer experience, and a willingness to be its internal advocate of both
• The ability to self-direct as circumstances change and priorities shift, based on organizational needs, without constant & overt micromanagement