L1 Product Support

Job Summary:

The Product Support Representative is responsible for providing exceptional support and guidance to customers using our SaaS technology solutions. This role involves resolving technical and usage-related issues, contributing to customer satisfaction and retention, and ensuring clients successfully adopt and derive maximum value from our products

Job Responsibilities:

Customer Support:

• Respond promptly and professionally to customer inquiries via email, chat, phone, and support ticket systems.
• Diagnose, troubleshoot, and resolve technical issues effectively.
• Escalate complex issues to appropriate teams with thorough documentation.

Product Knowledge:

• Develop and maintain an in-depth understanding of our SaaS products and features.
• Provide guidance and training to customers to ensure optimal use of the product.

Documentation and Reporting:

• Accurately document customer interactions and solutions provided.
• Contribute to the creation and updating of support documentation, FAQs, and user guides.

Collaboration and Feedback:

• Collaborate closely with Product, Engineering, and Customer Success teams to communicate customer insights, feature requests, and product enhancements.
• Identify and communicate trends in customer issues and recommend improvements

Requirements

Job Requirements:

• 1-2 years of experience in customer support or technical support roles, ideally within a SaaS or software technology environment.
• Experience working with ticketing systems (e.g., Zendesk, Freshdesk) and CRM platforms.
• Proven ability to troubleshoot and resolve technical issues.

Job Attributes:

• Exceptional communication skills, both verbal and written.
• Strong problem-solving and analytical abilities.
• Patient, empathetic, and dedicated to delivering excellent customer service.
• Highly organized, detail-oriented, and capable of managing multiple priorities.
• Proactive and resourceful in learning and adapting to new technologies.

Additional Information:

• 2 hires required to cover 7:00 AM – 7:00 PM UK time support window.
• Onsite role : Ortigas, Alabang, Pampanga, Cebu
• 1st Hire will be working from : 06:30 AM – 03:30 PM UK time
• 2nd Hire will be working from : 10:30 AM – 07:30 PM UK time