- Assist the Frontline Customer Support team with troubleshooting issues related to our
platform, product, features, integrated solutions and services as needed - Communicating any relevant next steps or status updates to customers who are
experiencing technical issues, including follow up to notify when issues are resolved - Submitting and/or escalating bug tickets to the Technical Support Manager before they are
triaged to the Engineering team - Working with other teams and departments to escalate, resolve and/or follow up on issues
- Debriefing with relevant teams or team members after an issue to identify opportunities to
improve processes, documentation and resources and/or product improvements - Working within a CRM solution to confirm customer information, respond to escalated
tickets and to access reporting as needed - Creating documentation to be shared for internal training or customer training, as needed
- Delivering product training to Customer Experience teams based on escalation themes, as
needed - Participating in product and feature testing to prepare for upcoming releases and updates
- Sharing product feedback based on the customer issues, challenges and requests that
have been identified in addressing technical support escalations - Other projects and tasks as needed by the business
Active Hiring
Product Support Specialist
Summary
The Product Support role will work closely with our Frontline Support, Professional Services and
Product teams as a second level support to address support escalations related to our platform,
products, features, integrated solutions and services. This role will report to the Technical Support
Manager in order to address any escalated technical issues and questions using troubleshooting
and escalation practices along with clear and consistent communication practices.
Type: Full-time
Level: Senior Level
Salary: Confidential
Date Posted: 07-03-2023
Responsibilities
Qualifications
- Candidate must possess at least a Bachelor's/College Degree or equivalent work
experience - 3+ years of experience in a customer facing Technical Support role for a software industry
- Possess an analytical mindset to address complex issues and find solutions
- Open and receptive to feedback on projects and tasks that are assigned
- Strong attention to detail with a focus on producing high quality work
- Strong organizational skills and the ability to manage multiple projects and tasks at the
same time - Able to estimate and provide realistic timelines for delivery
- Strong verbal and written communication skills with excellent comprehension skills in
English - Positive attitude, high energy, proactive, hardworking, and goal oriented
- Able to work well in a team or independently with minimal supervision
- Must be a team player who is receptive to new ideas, and can easily adapt to change
- Flexible, accommodating and able to go above and beyond the basic expectations when
required - Open to working weekends and/or outside of regular work hours to ensure projects are
completed on time - Must be available to work in EST timezone
Why Diversify?
Since 2012, Diversify has created a culture where its people come first.
With locations in Makati and BGC, working with Diversify means access to quality work spaces, the latest infrastructure and resources that have made them one of the leading offshore services providers in Metro Manila.
You will immerse yourself in an open, widely diverse office culture where no idea is small enough and you constantly stay engaged with each other.