Product Support Specialist

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Address customer inquiries through email, chat, and ticketing systems promptly and effectively.

• Resolve customer issues in a courteous and professional manner.

• Offer technical support to both customers and staff.

• Escalate customer concerns to the relevant team or department as necessary.

• Keep accurate records of customer interactions.

• Collaborate with the Product and Engineering teams to enhance the understanding of customer technical issues.

• Troubleshoot technical inquiries in accordance with established Service Level Agreements (SLAs).

• Possess a solid understanding of the business for logistical support and general assistance.

• Partner with the Customer Success team to enhance customer satisfaction through exceptional technical and platform support.

⛳️ Requirements

• A bachelor's degree in a relevant field or equivalent experience.

• Strong analytical abilities with the capacity to interpret data and trends.

• A minimum of 2 years of experience in customer or technical support.

• In-depth understanding of our products and services.

• Outstanding communication and problem-solving skills.

• Capability to work both independently and collaboratively as part of a team.

• Superior written and verbal communication skills.

• Ability to perform under pressure and meet deadlines.

• Proficiency in Hubspot or any ticketing software (such as Zendesk, Jira, ServiceNow, Confluence, Salesforce).

• Experience in recreating and escalating bugs.

• Proficiency in English (C1+ level).

• Basic programming experience (in JavaScript or Python) is a plus.

🏝️ Benefits

• A fully remote position with a company that prioritizes and encourages personal and professional development.

• Monthly payments in USD.

• 20 days of paid time off (PTO) along with local national holidays.

• Company-provided equipment.

• Fixed budget for expenses related to healthcare, personal care, or learning.