Product Support Specialist

In the Product Specialist role, you will be the first layer of communication with our customers. You will wear many hats, and your work will have a real impact on the success of PriceLabs' customers and their business. Our customers love the support and service we provide, and your role will be to not only uphold similar standards but set new standards.
Your work directly shapes the product and can evolve into non-technical opportunities across Sales, Data Analytics, Product Management, or Marketing as you grow with us in a global SaaS environment. 

This role would include working from 4:30 a.m. PH time to 1:00 p.m. PH time any five (5) days of the week.
 

• Taking ownership of customer issues reported and seeing problems through to resolution
• Conducting product walkthrough and providing resolutions to customers' queries
• Researching, diagnosing, troubleshooting, and identifying solutions to resolve customer issues
• Provide prompt and accurate feedback to customers
• Ensure proper recording and closure of all issues
• Answering questions over email, phone calls, & live video calls.
• Finding ways to go above & beyond to help customers

 
About You:

• 1+ years experience in a Customer support role within a SaaS product organization
• Empathy, and patience.
• Curiosity and a problem-solving mindset.
• Numerical Literacy and Data Fluency: Ability to perform multi-step calculations and explain complex numerical concepts (like why a price changed or why occupancy dropped) to non-technical users. Our product is very math and numbers-heavy! 
• Solid verbal, written, presentation, and interpersonal communication skills