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Product Specialist

Posted about 1 month agoViewed

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💎 Seniority level: Middle, At least 3 years

📍 Location: Philippines, Asia/Manila, NOT STATED

🔍 Industry: B2B, SaaS, FinTech

🏢 Company: Yext👥 1001-5000💰 Secondary Market over 9 years ago🫂 Last layoff 10 months agoAdvertisingSearch EngineSaaSProduct SearchKnowledge ManagementEnterprise SoftwareNatural Language ProcessingSoftwareVertical Search

🗣️ Languages: English

⏳ Experience: At least 3 years

🪄 Skills: Project ManagementJiraREST APITechnical support

Requirements:
  • At least 3 years of relevant technical support experience within the B2B, SaaS, and/or FinTech industry assisting Fortune 1000 Enterprise customers.
  • Experience with APIs, Implementation Management, and/or Project Management.
  • Excellent verbal and written communication skills in English.
  • Ability to navigate complex technical issues and demonstrate a passion for customer service.
  • Knowledge of Zendesk, JIRA, Looker, and Intercom is a plus.
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 phone and Zendesk.
  • Liaise with Customer Success, Engineering, and Product teams to share customer feedback and resolve issues.
  • Maintain composure while troubleshooting technical issues and achieving customer satisfaction.
  • Execute support strategy and build relationships with customers.
  • Focus on team improvement and onboard new team members.
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