Product Support Specialist (Zoho Desk)

Join our vibrant team where you’ll be central to delivering outstanding customer experiences and upholding our commitment to top-tier support! As a Product Support Specialist, you’ll dive into a world of problem-solving prowess and customer advocacy. Here’s why this role shines:

Customer Satisfaction Comes First:
You’ll be at the forefront of customer satisfaction, swiftly addressing inquiries and ensuring resolutions that leave our customers smiling. Your meticulous attention to detail ensures no query goes unanswered and no issue unresolved.

Empower Through Knowledge:
Creating helpful knowledge base articles and engaging online training materials isn’t just a task – it’s an opportunity to equip both customers and teammates with valuable resources. Your efforts will boost their confidence and proficiency with our products

Why You’ll Love It Here:
Work in a supportive environment where your contributions are valued and recognized.
Permanent Work From Home
Full Time + Fixed Weekends Off
Basic HMO + Paid Time Offs
Salary Offer: Php40,000-Php60,000 /month (in-line with experience)
Sign On Bonus of Php10,000

Key Responsibilities:
Manage Zoho Desk support, respond to customers, follow up on support tickets, and view/test
issues reported by customers. Ensure that issues have been resolved by checking in with
customers to ensure satisfactory resolution for all support tickets.
Provide first level support.
Proactively communicate with team members while working with minimal supervision and
attend daily meetings to provide updates on support queue.
Provide Zoho Desk reporting to management.
Work both individually and as part of the technical team.
Contribute to technical and product roadmaps, show a proactive attitude and initiative to get
things done, communicate effectively, and learn quickly.
Ability to write and manage Knowledge Base documents to streamline support.
Ability to assist in writing and/or creating online and video training material.
Assist developers in testing and documenting issues found during testing and investigating
code issues.
Correctly report on utilization of time in company timesheets daily.

Skills required:
With a minimum of three (3) years of experience as Technical Support.
Customer focused mindset and the ability to build positive relationships with our product.
Team player with business outcome focus.
Ability to troubleshoot and apply effective problem-solving techniques.
Excellent communication and teamwork skills.
Ability to document and communicate effectively.
Conscience personality and the ability to work diligently in a remote role.

Must Have:
Experience in a helpdesk role.
Excellent spoken English.
Excellent written English and experience in responding to customer support queries.
Great interpersonal skills and able to share relevant information effectively, verbally and in
writing.
Strong organizational skills with the ability to triage customer requests, handle multiple assignments, prioritize tasks, and meet demanding deadlines.

Good to Have:
Experience with Zoho Desk.
Understanding of web applications.
Familiarity with Cloud Computing service such as Microsoft Azure, AWS.
Familiarity with JSON/ REST APIs and their integration into web applications.
Experience in software testing.
Software development skills.

If you’re ready to embark on an exhilarating journey where every day brings new challenges and opportunities for growth, then we invite you to join our team. Together, let’s redefine what exceptional customer support looks like, one query at a time. Apply now and be a part of our transformative journey!