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, requires working hours between 9:00 PM and 9:00 AM Manila Time. The ideal candidate possesses at least 3 years of relevant technical support experience in B2B, SaaS, or FinTech, supporting Fortune 1000 enterprise clients. You will act as the primary point of contact for Hearsay products, addressing support inquiries via phone and Zendesk. Collaboration with other teams is crucial for feedback, issue escalation, and resolution. The role demands strong problem-solving skills, excellent communication, and a commitment to achieving high customer satisfaction scores.

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
• 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
• Successful record of going above and beyond your job description to better our relationships with customers and vendors
• Knowledge of Zendesk, JIRA, Looker, and Intercom a plus

Benefits

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