L1 Product Support
L1 Product Support
Posted on :
23-05-2025
Employer Active
1 Vacancy
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Jobs by Experience
3years
Monthly Salary
25000 - 40000
Vacancy
1 Vacancy
Posted on :
23-05-2025
Job Description
Job Summary:
The Product Support Representative is responsible for providing exceptional support and guidance to customers using our SaaS technology solutions. This role involves resolving technical and usagerelated issues contributing to customer satisfaction and retention and ensuring clients successfully adopt and derive maximum value from our products
Job Responsibilities:
Customer Support:
- Respond promptly and professionally to customer inquiries via email chat phone and support ticket systems.
- Diagnose troubleshoot and resolve technical issues effectively.
- Escalate complex issues to appropriate teams with thorough documentation.
Product Knowledge:
- Develop and maintain an indepth understanding of our SaaS products and features.
- Provide guidance and training to customers to ensure optimal use of the product.
Documentation and Reporting:
- Accurately document customer interactions and solutions provided.
- Contribute to the creation and updating of support documentation FAQs and user guides.
Collaboration and Feedback:
- Collaborate closely with Product Engineering and Customer Success teams to communicate customer insights feature requests and product enhancements.
- Identify and communicate trends in customer issues and recommend improvements
Requirements
Job Requirements:
- 12 years of experience in customer support or technical support roles ideally within a SaaS or software technology environment.
- Experience working with ticketing systems (e.g. Zendesk Freshdesk) and CRM platforms.
- Proven ability to troubleshoot and resolve technical issues.
Job Attributes:
- Exceptional communication skills both verbal and written.
- Strong problemsolving and analytical abilities.
- Patient empathetic and dedicated to delivering excellent customer service.
- Highly organized detailoriented and capable of managing multiple priorities.
- Proactive and resourceful in learning and adapting to new technologies.
Additional Information:
- 2 hires required to cover 7:00 AM 7:00 PM UK time support window.
- Onsite role : Ortigas Alabang Pampanga Cebu
- 1st Hire will be working from : 06:30 AM 03:30 PM UK time
- 2nd Hire will be working from : 10:30 AM 07:30 PM UK time
Associate degree or diploma in Information Technology, Computer Science, Facilities Management, or related field. 1-2 years of experience in a technical support role, facilities assistant position, or relevant internship experience. Basic understanding of IT infrastructure components such as networks, servers, and workstations. Familiarity with software installation, troubleshooting, and updates. Ability to assist with hardware procurement, deployment, and maintenance tasks. Basic knowledge of security protocols and data backup procedures. Experience assisting with facilities maintenance tasks, including office space organization and equipment upkeep. Awareness of health and safety regulations in the workplace. Ability to support coordination of repairs, maintenance, and emergency response activities Good communication skills, both verbal and written, with the ability to interact effectively with team members and end-users. Willingness to learn and assist with providing training and support to staff members on IT systems and procedures Basic problem-solving skills, with the ability to diagnose and escalate technical issues as needed Ability to follow established procedures and guidelines to make informed decisions under supervision Developing organizational skills, with the ability to manage tasks and prioritize workload effectively Willingness to learn and assist with maintaining accurate records, generating reports, and tracking documentation Nice to Haves Datto RMM Fortinet Aruba Unifi ZKTeco Synolog
Employment Type
Full Time
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