Product Support Specialist (On-Site Cebu Business Park)
Note: Onsite for 6 months and can be allowed to work from home if you pass the 6-month evaluation.
How to Apply:
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https://forms.gle/19qfxZAJKVgQPrQh6
PRODUCT SUPPORT SPECIALIST (On-Site Cebu Business Park)
We are looking for a fast mover, customer focused, team player, who is motivated to handle all tickets that come in.
Rate: Php 25,000 PHP/month- Non-taxable allowance PHP 3,000.00
- Private Medical Plan subsidy upon regularization
- Combined annual paid 10 Vacation Leave and 6 Sick Leave (SL) Convertible to cash at end of calendar year) Credits earned pro rata monthly.
- Full statutory benefits as awarded by Philippine labor laws and regulations
- Performance incentives as approved by Vigo Industries. (Starts on the 3rd month)
Schedule: Monday - Friday: 8:30 PM - 5:30 AM PH time (Changes +1 hour during DST)
Job Description
The Product Support Specialist provides frontline technical and customer support across multiple channels, ensuring fast and effective resolution of product-related issues. This role works closely with customers, internal teams, and operations to maintain service quality, manage escalations, and support continuous improvement.
Qualifications:
- At least 2 years of experience as Customer Support Representative.
- Technical Support experience is a PLUS!
- Knowledge in Salesforce is a PLUS!
- Excellent verbal and written communication skills.
- Excellent interpersonal and customer service skills.
- Professional and pleasant telephone manner.
- Ability to explain technical issues to technical and nontechnical employees and customers.
- Strong analytical and problem-solving skills.
- Proficient with Microsoft Office Suite or related software.
- With performance incentives as it applies
- Willing to work on site for 6 months or more.
Key Responsibilities:
- Provide technical support via phone, email, and chat, assisting customers with troubleshooting and product inquiries
- Handle and resolve support tickets, service requests, and real-time customer issues
- Process warranty claims, replacement parts, and order-related issues in coordination with internal teams
- Manage customer feedback, product reviews, and escalations to ensure timely resolution
- Coordinate with orders, stores, and operations teams to resolve service and delivery issues
- Support reporting, documentation, and tracking of support cases and resolutions
- Assist in coaching and knowledge sharing within the support team
- Participate in team meetings and contribute to improving support workflows and processes
Core Focus:
- Customer satisfaction and fast issue resolution
- Technical troubleshooting and product knowledge
- Cross-functional coordination
- Quality service delivery across all support channels