Product Support Specialist (Philippines)

Our Company At DOXA, we are dedicated to connecting businesses with top-tier talent across various industries. Our mission is to deliver innovative solutions that drive exceptional outsourcing services, enabling companies to expand their teams and grow their operations seamlessly.

What sets DOXA apart is our commitment to fostering a vibrant and supportive team culture. Join us and be part of a culture that prioritizes your happiness and well-being, ensuring you thrive both personally and professionally.

The Role We’re seeking a Product Support Specialist . This role is designed for motivated and customer-oriented professionals.

You’ll play a key role in providing basic technical and product support to B2B SaaS customers via email and chat.

Location: Must be in the Philippines – Remote.

Environment: Philippine and International Teams.

Language: Advanced English (B2+ - C1).

Timezone: Monday to Friday – 9:00 AM to 6:00 PM - EST

Contract: Full-time Employment.

Requirements

• Education: Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field preferred.
• Experience: 1–2 years of experience in customer service or technical support, providing technical and product support to B2B SaaS customers via email and chat.
• Skills:
• Excellent written and verbal communication skills in English.
• Analytical skills with particular attention to detail.
• Ability to troubleshoot integrated applications and software issues.
• Familiarity with CRM or customer support platforms (Zendesk is a plus).
• Experience with third-party integrations (QuickBooks, Salesforce, etc.) is highly preferred.
• Characteristics:
• Motivated and customer-oriented.
• Genuine empathy in interacting with customers.
• Ability to work independently and as part of a team.
• Ability to work in a fast-paced environment.
• Ability to learn new skills quickly.
• Ability to work in different time zones as needed for training and coverage.

Responsibilities

• Provide frontline, entry-level technical and product support to B2B SaaS customers via email and chat.
• Escalate and coordinate with technical teams on complex product issues and enhancements.
• Answer customer queries in a prompt, courteous, and professional manner, and provide solutions using the company platform within required SLAs.
• Troubleshoot integrated applications and software issues.
• Test, recreate, document, and analyze application behavior and data.
• Learn about subscription analytics, revenue recognition accounting, invoicing processes, and payment processes.
• Interact with dynamic CEOs, CFOs, and accounting staff in high-growth SaaS businesses.