The Product Support role will work closely with our Frontline Support, Professional Services andProduct teams as a second level support to address support escalations related to our platform,products, features, integrated solutions and services. This role will report to the Technical SupportManager in order to address any escalated technical issues and questions using troubleshootingand escalation practices along with clear and consistent communication practices.
Responsibilities
Assist the Frontline Customer Support team with troubleshooting issues related to our platform, product, features, integrated solutions and services as needed
Communicating any relevant next steps or status updates to customers who are experiencing technical issues, including follow up to notify when issues are resolved
Submitting and/or escalating bug tickets to the Technical Support Manager before they are triaged to the Engineering team
Working with other teams and departments to escalate, resolve and/or follow up on issues
Debriefing with relevant teams or team members after an issue to identify opportunities to improve processes, documentation and resources and/or product improvements
Working within a CRM solution to confirm customer information, respond to escalated tickets and to access reporting as needed
Creating documentation to be shared for internal training or customer training, as needed
Delivering product training to Customer Experience teams based on escalation themes, as needed
Participating in product and feature testing to prepare for upcoming releases and updates
Sharing product feedback based on the customer issues, challenges and requests that have been identified in addressing technical support escalations
Other projects and tasks as needed by the business
Qualifications
Candidate must possess at least a Bachelor's/College Degree or equivalent work experience
3+ years of experience in a customer facing Technical Support role for a software industry
Possess an analytical mindset to address complex issues and find solutions
Open and receptive to feedback on projects and tasks that are assigned
Strong attention to detail with a focus on producing high quality work
Strong organizational skills and the ability to manage multiple projects and tasks at the same time
Able to estimate and provide realistic timelines for delivery
Strong verbal and written communication skills with excellent comprehension skills in English
Positive attitude, high energy, proactive, hardworking, and goal oriented
Able to work well in a team or independently with minimal supervision
Must be a team player who is receptive to new ideas, and can easily adapt to change
Flexible, accommodating and able to go above and beyond the basic expectations when required
Open to working weekends and/or outside of regular work hours to ensure projects are completed on time
Must be available to work in EST timezone
Unlock Global Potential with HGS
We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.
Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.
At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.
