Product Support Specialist (SaaS)

KMC Solutions; Makati; Presencial; PHP 480.000 - 900.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health Insurance/HMO

Unlimited MadMax Coffee

Diverse learning & growth opportunites

Accessible Cloud HR platform (Sprout)

Above standard leaves

Descripción de la vacante

KMC Solutions is seeking a PRODUCT SUPPORT SPECIALIST to deliver exceptional customer and partner support across email, chat, web, and phone. You will investigate issues, document steps, and collaborate with Engineering, Product, CS, and Sales to continuously improve the customer experience.

You will join a fast-paced team in Metro Manila, contributing to knowledge bases, training materials, and on-call coverage while maintaining SLAs and high customer satisfaction.

Formación

• 2–4 years of direct, verifiable customer support experience in a fast-paced environment, preferably with an enterprise SaaS provider.
• Strong written, verbal, and organizational skills.
• Strong understanding of technological platforms and web infrastructure.
• Experience with enterprise social media networks.
• Basic to intermediate knowledge of APIs and SQL.

Responsabilidades

• Deliver exceptional support to customers and partners via email, chat, web, and phone channels, ensuring timely and accurate resolutions.
• Investigate, troubleshoot, and resolve product-related issues with a strong sense of urgency while maintaining a customer-first approach.
• Document customer interactions, troubleshooting steps, resolutions, and follow-up actions within the company's case management system.
• Contribute to and maintain internal and external knowledge base articles, FAQs, technical documentation, and community resources.
• Escalate and document product bugs, feature requests, and enhancement opportunities with thorough research and supporting details.
• Collaborate closely with Engineering, Product, Customer Success, Sales, and other cross-functional teams to resolve issues and improve the customer experience.
• Maintain a high level of customer satisfaction by effectively handling both basic and complex product inquiries.
• Participate in on-call rotations, including weekends and holidays, as required to support business and customer needs.
• Mentor and support the onboarding and development of new team members.
• Assist in the planning and execution of technical and operational projects that contribute to team and organizational goals.
• Develop and enhance customer-facing and internal training materials, process documentation, and support resources.
• Provide clear, professional, and proactive communication throughout the customer support lifecycle, including timely updates and follow-ups.
• Develop and maintain expert-level knowledge of the company's products, services, integrations, and industry best practices.
• Consistently meet or exceed established service level agreements (SLAs), quality standards, and productivity expectations.
• Identify opportunities to improve support processes, customer education, self-service resources, and team scalability.
• Support special initiatives, cross-functional projects, and other duties as assigned.

Conocimientos

Customer support experience

Strong communication

Cross-functional collaboration

Problem solving

SQL knowledge

APIs basics

Learning agility

Educación

Bachelor's degree in CS/IT/Engineering

Herramientas

API basics

SQL databases

SaaS platforms

Descripción del empleo

The main responsibilities of a PRODUCT SUPPORT SPECIALIST include:

• Deliver exceptional support to customers and partners via email, chat, web, and phone channels, ensuring timely and accurate resolutions.
• Investigate, troubleshoot, and resolve product-related issues with a strong sense of urgency while maintaining a customer-first approach.
• Document customer interactions, troubleshooting steps, resolutions, and follow-up actions within the company's case management system.
• Contribute to and maintain internal and external knowledge base articles, FAQs, technical documentation, and community resources.
• Escalate and document product bugs, feature requests, and enhancement opportunities with thorough research and supporting details.
• Collaborate closely with Engineering, Product, Customer Success, Sales, and other cross-functional teams to resolve issues and improve the customer experience.
• Maintain a high level of customer satisfaction by effectively handling both basic and complex product inquiries.
• Participate in on-call rotations, including weekends and holidays, as required to support business and customer needs.
• Mentor and support the onboarding and development of new team members.
• Assist in the planning and execution of technical and operational projects that contribute to team and organizational goals.
• Develop and enhance customer-facing and internal training materials, process documentation, and support resources.
• Provide clear, professional, and proactive communication throughout the customer support lifecycle, including timely updates and follow-ups.
• Develop and maintain expert-level knowledge of the company's products, services, integrations, and industry best practices.
• Consistently meet or exceed established service level agreements (SLAs), quality standards, and productivity expectations.
• Identify opportunities to improve support processes, customer education, self-service resources, and team scalability.
• Support special initiatives, cross-functional projects, and other duties as assigned.

• 2–4 years of direct, verifiable customer support experience in a fast‑paced environment, preferably with an enterprise SaaS provider.
• Strong written, verbal, and organizational skills.
• Strong understanding of technological platforms and web infrastructure.
• Experience with enterprise social media networks.
• Basic to intermediate knowledge of APIs and SQL.
• Excellent problem‑solving, critical thinking, and analytical skills.
• Quick learner, able to learn new technologies independently as necessary.
• Ability to work effectively cross‑functionally with Product, Sales, and Customer Success.
• Excellent customer relationship skills, including customer‑facing experience, the ability to assess customer needs, and the ability to interact with all levels of management.
• Willingness to work off‑hours, including 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.

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