Product Support Specialist (Philippines)

DOXA Talent; Philippines; Remote; PHP 279,000 - 391,000; Full time

Job summary

DOXA Talent is seeking a motivated Product Support Specialist to provide entry-level technical and product support for B2B SaaS customers. You’ll handle inquiries via email and chat, troubleshoot integrations, and coordinate with technical teams to ensure excellent customer experiences.

Ideal candidates have a Bachelor's degree, SaaS support exposure, and strong English communication. The role operates remotely from the Philippines, serving an international client base on CST-like schedules,

Qualifications

• Bachelor's degree in a related field.
• Experience in customer service or technical support for SaaS/software preferred.
• Strong English communication, both written and verbal.
• Ability to document and analyze software issues and collaborate with teams.

Responsibilities

• Provide frontline technical and product support to B2B SaaS customers via email and chat.
• Escalate and coordinate with technical teams on complex product issues.
• Answer queries promptly and professionally within required SLAs.
• Troubleshoot integrated applications and software issues.
• Test, document, and analyze application behavior and data.
• Learn subscription analytics, invoicing, and payments processes.
• Interact with CEOs, CFOs, and accounting staff across multiple clients.

Skills

Customer service

Technical troubleshooting

Written communication

Analytical thinking

Education

Bachelor's degree in a related field

Tools

Zendesk

Job description

Our Company

At DOXA, we are dedicated to connecting businesses with top-tier talent across various industries. Our mission is to deliver innovative solutions that drive exceptional outsourcing services, enabling companies to expand their teams and grow their operations seamlessly.

The Role

We're seeking a motivated and customer-oriented Product Support Specialist to provide entry-level technical and product support to B2B SaaS customers. This role is ideal for someone with strong communication skills, a customer-first mindset, and the ability to troubleshoot software-related issues in a fast-paced environment.

You’ll play a key role in supporting customers through email and chat, resolving product inquiries, troubleshooting integrations, documenting issues, and coordinating with technical teams to ensure an exceptional customer experience.

Location: Philippines – Remote.

Environment: International Teams.

Language: Advanced English (B2+ - C1).

Timezone: Monday to Friday – 5:00 PM to 2:00 AM CST (initial schedule, pending client confirmation of the permanent working hours).

Contract: Non-fixed Term Contract.

Requirements

• Education: Bachelor's degree in a related field.
• Experience: Previous experience in customer service or technical support is required. Experience working for a SaaS/software company and with third-party integrations such as QuickBooks or Salesforce is highly preferred. Zendesk experience is a plus.
• Skills: Excellent written and verbal communication skills in English, basic technical troubleshooting, analytical thinking, attention to detail, and the ability to document and analyze software issues.
• Characteristics: Customer-oriented, empathetic, proactive, adaptable, and capable of working independently and collaboratively in a fast-paced, multi-client environment. Willingness to work across different time zones for training and coverage.

Responsibilities

• Provide frontline, entry-level, technical, and product support to B2B SaaS customers via email and chat
• Escalate and coordinate with technical teams on complex product issues and enhancements
• Answer customer queries in a prompt, courteous, and professional manner, and provide solutions using the company platform within required SLAs
• Troubleshoot integrated applications and software issues
• Test, recreate, document, and analyze application behavior and data
• Learn about subscription analytics, revenue recognition accounting, invoicing processes, and payments processes
• Interact with dynamic CEOs, CFOs, and accounting staff in high-growth SaaS businesses