Product Specialist

Summary

Join the Hearsay Systems Customer Support team as a Product Specialist (Technical Support) and contribute to delivering exceptional customer experiences. This fully remote position, based in the Philippines with a night shift schedule (9 PM to 9 AM Manila Time), requires at least 3 years of relevant technical support experience in B2B, SaaS, or FinTech, supporting Fortune 1000 enterprise clients. You will be the primary point of contact for product-related inquiries, liaising with internal teams to resolve issues and improve customer satisfaction. The ideal candidate possesses strong technical skills, excellent communication, and a passion for customer service. This role offers the opportunity to work within a dynamic and growing company.

Requirements

• 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
• 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
• Stellar verbal and written communication in English
• Ability to think on one's 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

Responsibilities

• 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 Hearsay's 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

Preferred Qualifications

• Experience with APIs, Implementation Management and/or Project Management desired
• Knowledge of Zendesk, JIRA, Looker, and Intercom a plus

Benefits

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