Product Support Specialist – Customer-Facing
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Job Description
Product support specialist helping customers use SaaS software remotely in the Philippines. Troubleshooting product issues and guiding users via phone, live chat, and email.
Responsibilities:
- Support customers via phone, live chat, and email
- Troubleshoot product, software, and workflow issues
- Guide customers through platform features and best practices
- Document customer interactions and resolutions
- Identify recurring issues and share feedback with the team
- Build and maintain product knowledge
Requirements:
- 2+ years supporting customers using a software or SaaS product
- Experience supporting US-based customers through phone, chat, and email
- Experience troubleshooting software/application issues, not hardware or internal IT only
- Strong troubleshooting and problem-solving skills for software/application issues
- Excellent written and verbal English communication
- Comfortable explaining software features and workflows
- Ability to learn new software quickly
- Stable work history with demonstrated reliability
- Strong preference for experience supporting customer-facing software or SaaS products, including SaaS Support, Product Support, Technical Customer Support, Software Support, or support-focused Customer Success
Benefits:
- 100% remote / home-based work
- Monthly salary: PHP 35,000 – 40,000
- Collaborative and supportive team
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