SaaS Product Support Specialist (Hybrid)

Reuters; Manila; Hybrid; PHP 600,000 - 800,000; Full time

Job summary

Reuters is seeking a Product Support Specialist in Manila to provide customer service and technical support for Thomson Reuters Legal Tracker. You will assist users with product features, guide troubleshooting steps, and document interactions in CRM while collaborating with product, sales, and development teams.

The role requires strong English communication, 2–4 years of experience in support, and the ability to handle multiple priorities in a fast-paced environment.

Qualifications

• Bachelor's degree or equivalent practical experience.
• 2-4 years of relevant experience in call center, customer service, or technical support.
• Proficiency in English with excellent written and verbal communication.
• Experience with CRM software and support tools.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Respond to customer inquiries via phone and e-mail, providing timely and accurate solutions.
• Guide users through product features and troubleshooting steps.
• Document interactions and resolutions in the CRM system.
• Collaborate with internal teams to escalate complex issues.
• Stay up-to-date with product updates and changes in legal practices.
• Identify opportunities for process improvement and contribute to knowledge base.

Skills

English proficiency

Customer service

Technical support

CRM software

Problem solving

Team collaboration

Education

Bachelor's degree or equivalent

Tools

Ticketing systems

SaaS platforms

Job description

Reuters is seeking a Product Support Specialist in Manila to provide customer service and technical support for Thomson Reuters Legal Tracker. You will assist users with product features, guide troubleshooting steps, and document interactions in CRM while collaborating with product, sales, and development teams.

The role requires strong English communication, 2–4 years of experience in support, and the ability to handle multiple priorities in a fast-paced environment.