Product Specialist

Manila - Philippines

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

In 2024 Yext acquired Hearsay Systems bringing together two industry leaders to form one unified organization. By combining Yexts brand visibility expertise with Hearsays best-in-class compliant engagement solutions were delivering even greater value to our customers. Our integrated approach unlocks a deeper set of data insights and recommendations empowering brands to convert prospects into customers faster and more effectively.

This is a fully remote home-office position in the Philippines.

**Please note: Working hours are between 9:00PM to 9:00AM Manila Time **

Join the Hearsay Systems Customer Support team as an exceptional Product Specialist (Technical Support) and help us deliver an outstanding customer experience!

At Hearsay Systems we take pride in providing our users with a delightful customer experience and our Customer Support team is at the forefront of it. We enjoy helping strategizing and chatting with our customers and ultimately making them successful.

The ideal candidate for this role must have at least 3 years of relevant technical support experience within the B2B SaaS and/or FinTech industry assisting Enterprise customers of Fortune 1000 companies. Experience with APIs Implementation Management and/or Project Management desired.

What Youll Do

Understand and act as a first point of contact for Hearsay products and applications
Own the customer experience by effectively prioritizing and addressing support-related questions via the phone and Zendesk ticketing solution
Liaise with the Customer Success Engineering and Product teams to pass along customer feedback account trends and escalating and quickly resolving issues
Comfortable with ambiguity and working alone on tough assignments
Willingness to proactively act without being asked to help
Ability to maintain composure and customer focus while troubleshooting and solving technical issues
Consistently attain Hearsays target customer satisfaction score
Maintain SLAs
Maintain a thorough knowledge and understanding of the Hearsay platform across the organization and down to individual clients
Execute our support strategy and build stellar relationships with our customers
Demonstrate deep execution focus by achieving quarterly goals at the team level
Focus on continuous team improvement by onboarding new team members providing and receiving specific feedback

What You Have

At least 3 years of relevant technical support experience within the B2B SaaS and/or FinTech industry assisting Enterprise customers of Fortune 1000 companies via phone.
Experience with APIs Implementation Management and/or Project Management desired.
Successful record of going above and beyond your job description to better our relationships with customers and vendors
Understand and use common social media and digital tools as well as demonstrate an ability to triage applications at an in-depth level
Can easily navigate customers through a variety of complex and technical obstacles
Excellent prioritization skills and an ability to make decisions quickly
Real passion for customer service and a rare ability to understand enterprise customer needs
You care about your work and you strive to deliver in a timely manner
Knowledge of Zendesk JIRA Looker and Intercom a plus
Stellar verbal and written communication in English
Ability to think on ones feet and find creative solutions at an application and account level
Excellent teammate with a positive attitude and a strong sense of self-direction and the ability to work across all internal teams and influence coworkers
Amenable to working between 9:00PM to 9:00AM Manila Time

#LI-RK1

#LI-Remote

Yext is committed to building an inclusive and diverse culture where every person is seen heard and valued. We believe in equal employment opportunity and welcome employees and applicants of all races colors ethnicities religions creeds national origins ancestries genetics sexes pregnancy or childbirth sexual orientations genders (including gender identity or nonbinary or nonconformity and/or status as a trans individual) ages physical or mental disabilities citizenships marital parental and/or familial status past current or prospective service in the uniformed services or any characteristic protected under applicable law. We also consider qualified applicants regardless of criminal histories consistent with legal requirements. It is Yexts policy to provide reasonable accommodations to people with disabilities as required by law. If you have a disability that requires an accommodation in completing this application interviewing or participating in the employee selection process please complete this form.

Security Alert

All legitimate Yext communications come from @ email addresses. Messages from other domains (for example @) are not authorized and are likely fraudulent. If you receive a message that seems suspicious do not share personal information click on links or provide payment. Instead please report the communication to.

Required Experience: