Product Support Specialist

Product Support Specialist

At GHD, we don't just believe in the power of commitment, we live and breathe it every day. That's why we pledge to support and empower our people to make a positive impact when working hand in hand with our business to drive change. We'll empower you with the right technology and training as you bring ideas and projects to life. Together with your colleagues, clients and partners, you can make an impact that is felt by all. See where your commitment could take you.

We're looking for a Product Support Specialist to join our Products & Platforms team.

Duties and responsibilities include but not limited to:

• Provide front-line application support to our clients
• Monitor the queue for new service requests and issue reports and evaluating them to prioritize, troubleshoot, reproduce the issue, and ultimately communicate solutions or workarounds
• Escalate client issues to other teams when necessary to get a resolution or workaround
• Detect and flag incidents that are affecting or have the potential to affect multiple customers
• Provide first contact support of incoming incidents or requests to the service desk via phone, web portal, email, and chat
• Independently, and in collaboration with other teams, identify root cause(s) and diagnose as product and end user issues. Researching solutions through internal and external knowledgebase as needed
• Reinforce SLAs to manage customer expectations
• Identify and learn appropriate software used and supported at GHD Digital
• Test fixes to ensure an incident has been adequately resolved
• Identify client support trends and propose solutions to reduce call volumes, and provide suggestions for continuous improvement of the team. For example: documentation updates or new product features
• Participate in incident discovery, response, and reporting which may occasionally require overtime

What you will bring to the team:

• Minimum 1-3 years of experience in Customer service and support or similar role, ideally in a web-based software context
• Knowledgeable in relevant software applications such as Microsoft Office Suite & collaboration products, MS Windows, and Service Desk tools such as Zendesk and Jira
• Experience debugging and troubleshooting web applications
• Working knowledge of web browsers and their general functions
• Knowledgeable in ITIL Foundations principals
• Experience working with municipal and other public sector organizations in North America
• Proficiency in either Spanish or French languages
• Knowledge of website and web application trends such as responsive design, structured data, SEO, analytics, accessibility, security etc
• Familiarity with the software development lifecycle and SaaS business operations
• Experience working with Jira, Confluence, HubSpot, or various digital task tracking tools

Work schedule: Monday to Friday / 7:00 am to 4:00 pm, 8:00 am to 5:00 pm, 9:00 am to 6:00 pm or 11:00 am to 8:00 pm / Hybrid

This job offer can be based in Makati, Quezon City or Cebu.

Candidates must be a Filipino citizen or have the right to work in the Philippines.