Product Support Specialist CSR

📋 Description

• • Be the first point of contact for customers across the globe, delivering world-class support via email, live chat, and phone from the comfort of your home in Quezon City or anywhere in the Philippines. You will represent a fast-growing BPO leader that serves clients in 150+ countries, ensuring every interaction reflects the company’s commitment to excellence.
• • Own the end-to-end customer journey: greet customers warmly, diagnose issues accurately, and guide them step-by-step to a complete resolution. Whether a customer needs help setting up an account, resetting credentials, or troubleshooting a technical glitch, you will be the calm, knowledgeable expert who turns frustration into loyalty.
• • Maintain razor-sharp attention to detail while juggling a high volume of tickets. You will prioritize urgent issues, escalate complex cases to tier-2 teams, and document every touchpoint in the CRM so that nothing falls through the cracks.
• • Protect customer data like a vault. You will verify identities using secure protocols, follow PCI and GDPR guidelines, and educate customers on best practices for account security, ensuring trust is never compromised.
• • Master a suite of cloud-based tools—Zendesk, Salesforce, Slack, Google Workspace, and proprietary platforms—to deliver fast, accurate answers. You will also suggest improvements to knowledge-base articles and macros so the entire team becomes more efficient over time.
• • Turn feedback into fuel. By analyzing recurring pain points, you will surface insights to product and engineering teams, directly influencing roadmap decisions that improve the experience for millions of users.
• • Hit—and exceed—performance targets: first-response time under 2 minutes, CSAT above 90 %, and quality scores in the top quartile. You will review your own metrics weekly, celebrate wins, and create action plans for any gaps.
• • Champion a culture of empathy and positivity. You will celebrate customer success stories in team huddles, mentor new hires during nesting periods, and embody the “go the extra mile” mindset that turns ordinary support into unforgettable service.
• • Enjoy the freedom of remote work without sacrificing connection. You will join daily video stand-ups, monthly virtual game nights, and quarterly town halls that keep the global team tight-knit and inspired.
• • Grow without limits. High performers can move into senior specialist roles, team-lead positions, or cross-train in sales, QA, or workforce management—your career path is as dynamic as you make it.