Product Support Specialist

InspirenSenior living technology

Philippines - RemoteFull-TimeMiddle

Salary450,000 - 578,000 PHP per year

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Job Details

Languages: Excellent written and verbal English
Experience: 4+ years of experience in customer support, product support, or another client-facing role in technology, SaaS, or hardware
Required Skills: ZendeskCustomer support

Have 4+ years of experience in customer support, product support, or another client-facing role in technology, SaaS, or hardware.
Have experience owning cases end to end via phone, email, or a ticketing system.
Have experience with Salesforce Service Cloud, Zendesk, or a similar ticketing system.
Demonstrate excellent written and verbal English.
Be able to explain technical issues to non-technical users.
Have strong organization and attention to detail, with the ability to manage multiple systems, parties, tickets, and priorities.
Be able to stay steady in a fast-paced environment and maintain a customer-first approach.
Hardware or device support experience is a bonus.
Experience coordinating third-party field technicians is a bonus.

Own customer cases in Salesforce from intake through resolution and closure.
Review event requests and device issues by reading device logs to understand what happened and what the customer needs.
Submit work orders for device replacements (RMAs) and on-site technician visits.
Coordinate directly with field technicians by phone.
Keep customers and colleagues informed through consistent, proactive email and phone updates, including outbound calls.
Partner with Implementation, Product, Clinical Success, and Engineering to investigate, escalate, and resolve issues.
Escalate issues to Engineering with clear context and detailed next steps.
Identify gaps in ticketing and support workflows and recommend improvements.
Support quality-focused data labeling workflows when needed.

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