The Product Support Specialist acts as the first point of contact for support cases. The PSS (Product Support Specialist) directly reports to the Support Manager. The successful candidate is expected to troubleshoot, answer basic queries, and direct the client towards proper use and management of the software application.
Responsibilities
  • Attend to support cases via phone, email, or online web tools
  • Answer enquiries and prepare materials on product usage and sales
  • Analyze and categorize issues to eventually route the support cases to the right support staff
  • Conduct client training
  • Perform environment health checks
  • Handles sales enquiries and background checking of potential clients after receipt of sales enquiries
  • Perform other related duties as assigned
Qualifications
  • Ability to communicate in English, verbal and written, in a concise and clear manner
  • Good analytical skills
  • Effective listening skills
  • Proficiency in typing
  • Ability to multi-task
  • Knowledge of MS applications
  • Adept in using mobile devices
  • At least 1-year related experience in Level 2 Technical Support
  • Flexible, can adapt to changing shift schedules
    • Available shifts:
      1. Morning Shift (8:00 AM – 5:00 PM)
      2. Mid Shift (4:00 PM – 1:00 AM)
      3. Evening Shift (11:00 PM – 8:00 AM)
    • Amenable to work on weekends and holidays
Conditions
  • Must man his/her workstation for long periods
  • Work may require use of a headset
  • Successful completion of background checking will be required
Why Join Us?
Competitive salary
Intensive training
Exposure to a variety of technologies and roles
Hands-on Mentoring
Opportunities to learn and grow on the job
Mature company undergoing significant expansion in terms of markets and new product opportunities
Continuous R&D on new technologies
Focus on quality and streamlined processes: CMMI Level 5
Semi-flexible work schedule
Family-like work environment
No office politics
Performance Bonus
Health insurance for employee and one dependent
Free morning and afternoon snacks, refreshments, and vitamins
Paid leaves
Salary loan benefit
Retirement benefit
Loyalty and anniversary gifts
Contact Information
Unit 2802B, West Tower, Philippine Stock Exchange Centre, Exchange Road, Ortigas Center, Pasig City
Tel: +632 687 0744 | Mobile: +63 917 509 7324 / +63 939 851 0379