Product Support Specialist | Onsite - Ortigas

Connext; Mandaluyong; On-site; PHP 400,000 - 620,000; Full time

Benefits offered by this job

Competitive compensation

Perfect Attendance Bonus

Life insurance

HMO Insurance

Great company culture

Night differential

Annual Increase

Job summary

Connext is a dedicated team of BPO experts serving world-class clients. We are seeking a Client Support Specialist to work with a US-based client and provide technical and operational support on financial technology platforms.

The role handles daily client inquiries, troubleshoots issues, and coordinates with internal teams to resolve problems while maintaining high-quality client service. Strong English communication and CRM/ticketing experience are required.

Qualifications

• 3+ years of experience in client-facing technical support or similar
• Experience using CRM or ticketing systems
• Experience providing technical support and troubleshooting for clients
• Experience handling phone interactions with clients
• Strong problem-solving and analytical skills with methodical issue investigation
• Excellent written and verbal English communication

Responsibilities

• Serve as primary contact for international clients and respond to platform inquiries
• Guide clients on platform features, functionality, and processes
• Troubleshoot client issues and identify solutions or escalation paths
• Prioritize and manage client requests based on urgency and impact
• Maintain accurate documentation of client interactions in CRM/ticketing system
• Monitor platform performance and system activity using monitoring tools
• Investigate system issues and collaborate with internal technical teams
• Track and document bugs and issues through appropriate ticketing tools
• Support testing and validation of new platform functionality
• Identify opportunities to improve processes and client support

Skills

Client-facing

Technical troubleshooting

English communication

Problem-solving

Organizational skills

Attention to detail

Data analysis & reporting

Prioritization

Cross-functional collaboration

Independent investigation

CRM systems experience

Phone/support experience

Tools

CRM software

Ticketing systems

Job description

Connext is a dedicated team of business process outsourcing experts and innovators, with experience in supporting world-class companies in Title and Escrow, Healthcare, Produce Distribution, Retail and Fashion, Design Consulting, and Finance.

We are currently looking for a Client Support Specialist who will be working with Connext's Client in the United States of America

What's in it for you?

• Competitive compensation
• Perfect Attendance Bonus
• Life insurance
• HMO Insurance
• Great company culture
• 25% Night Differential
• Annual Increase

What is the job?

The Client Support Specialist 2 provides technical and operational support to clients using financial technology platforms. The role manages daily client inquiries, troubleshoots platform and system issues, monitors system performance, investigates reported problems, and coordinates with internal teams to resolve issues while maintaining a high level of client service.

Responsibilities:

• Serve as a primary point of contact for international clients and respond to daily platform-related inquiries.
• Provide guidance to clients on platform features, functionality, and processes.
• Troubleshoot client issues and identify appropriate solutions or escalation paths.
• Prioritize and manage client requests based on urgency and business impact.
• Maintain accurate documentation of client interactions, issues, actions taken, and resolutions in the CRM/ticketing system.
• Ensure client concerns are addressed promptly and professionally.
• Monitor platform performance and system activity using available monitoring tools.
• Investigate system issues and collaborate with internal technical teams to identify root causes and resolutions.
• Track and document bugs, system issues, and other technical concerns through appropriate ticketing or collaboration tools.
• Support testing and validation of new platform functionality, fixes, and enhancements.
• Identify recurring issues and opportunities to improve platform processes and client support.
• Build strong relationships with clients through responsive and effective communication.
• Explain technical concepts and solutions clearly to non-technical clients.
• Work closely with internal teams to ensure client issues are resolved efficiently.
• Identify opportunities to improve processes, workflows, and overall client experience.
• Follow company policies, procedures, and established support practices.

Qualifications:

• Minimum of three (3) years of experience in client-facing technical support or a similar role.
• Experience using any CRM or ticketing systems.
• Experience providing technical support and troubleshooting for clients.
• Experience handling phone interactions with clients while maintaining professionalism and positive client relationships.
• Proficiency in providing detailed technical support and troubleshooting various technical challenges.
• Demonstrates strong problem-solving and analytical skills with a systematic approach to investigating issues.
• Demonstrates strong organizational skills and attention to detail when managing tasks, documentation, and reporting.
• Proven ability to analyze data, generate reports, and identify errors or inconsistencies.
• Proven ability to communicate technical information clearly to non-technical clients.
• Proven ability to prioritize multiple client issues and manage competing requests effectively.
• Proven ability to work collaboratively with internal technical teams and other stakeholders.
• Proven ability to independently investigate issues and determine appropriate solutions or escalation paths.
• Clear and coherent both written and verbal communication skills in English.