Customer Success & Product Support Specialist
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SourcefitB2B SaaS analytics
Location: Eastwood Quezon City, PH; Work setup: Work From Home, Monday to Friday, 9:00 AM to 6:00 PM U.S. Eastern TimeFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Excellent spoken and written English communication skills
- Experience
- At least 3 years of relevant experience in customer-facing product support, technical support, or customer success, including direct experience supporting B2B Software-as-a-Service (SaaS) products.
- Required Skills
- Customer SuccessCustomer support
Requirements
- Have at least 3 years of relevant experience in customer-facing product support, technical support, or customer success.
- Have direct experience supporting B2B SaaS products.
- Demonstrate excellent spoken and written English communication skills.
- Have experience helping users navigate SaaS applications, address product inquiries, and resolve basic application-related issues.
- Use listening, analytical, and problem-solving skills to clarify and document complex customer requests.
- Communicate technical information clearly to nontechnical users and coordinate with technical or product teams.
- Be comfortable conducting live product walkthroughs, virtual onboarding, and user training.
- Have organizational skills and attention to detail for managing support tickets and escalations.
- Have basic IT/helpdesk or application troubleshooting knowledge and distinguish Tier 1 issues from those requiring escalation.
- Be willing and able to work U.S. Eastern Time business hours and follow the client's U.S. holiday calendar.
Responsibilities
- Provide Tier 1 customer and product support through email and in-app chat.
- Guide customers through dashboards, analytics, reports, data refreshes, exports, account settings, and other platform features.
- Conduct virtual customer onboarding and product training sessions using Zoom or Google Meet.
- Gather, clarify, and document customer requirements, feedback, and product enhancement requests.
- Perform basic troubleshooting, investigate common problems, and document steps to reproduce reported issues.
- Create, update, prioritize, and monitor customer support tickets.
- Coordinate escalations with Tier 2/3 support and U.S.- and Korea-based teams.
- Maintain ownership of customer cases through resolution, providing status updates and follow-up.
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