PRODUCT SUPPORT & OPERATIONS SPECIALIST
KMC Work Location: OFFSITE
Location: Taguig City, Metro Manila
Date Posted: 2023-07-14
Hiring Organization: KMC Solutions | XTN-9A18651
Career Category: Client Services / Account Management
Functional overview
90%: Working on Zendesk tickets
5%: Joining Partner meetings with the Partner Success team
• 5%: Supporting PSO team Special Projects, such as reviewing backlog tickets and drafting SOPs
Duties and responsibilities
Investigating issues, and resolving or determining another team must take action (within 3 business days); when another team is required, you’re continuing to ‘manage’ that ticket until it is resolved (if the issue requires Dev to fix, you’re staying in touch with the Support PM, staying current on status, and keeping the Partner updated
Joining Partner meetings with the Partner Success team, specifically when your knowledge and expertise can add value to the meeting, which includes if a partner
• has a hard time articulating their problem and wants to verbalize it to us
• needs additional training or a walkthrough on a new feature
• wants to know whether a certain feature exists within our software, and if so, whether it’s
possible to add to the service (can be easier to discuss this live)
•... does not (generally) include providing status updates on outstanding Zendesk tickets
Minimum competencies
Skilled communicator - written skills demonstrated
Organized
High aptitude for learning - proven in past roles
Minimum qualifications
Zendesk
4 weeks of training/shadowing provided by Via
Indicate required educational background. Previous work experiences needed or preferred. Any technical skills required.