Product Support Consultant (Philippines)

Our Company

At DOXA, we are dedicated to connecting businesses with top-tier talent across various industries. Our mission is to deliver innovative solutions that drive exceptional outsourcing services, enabling companies to expand their teams and grow their operations seamlessly.

What sets DOXA apart is our commitment to fostering a vibrant and supportive team culture. Join us and be part of a culture that prioritizes your happiness and well-being, ensuring you thrive both personally and professionally.

The Role

We're seeking a Product Support Consultant to provide technical and product support for the Maxio platform. This role is designed for a customer-focused professional who enjoys troubleshooting complex SaaS issues, resolving integration challenges, and delivering exceptional customer experiences.

You'll play a key role in helping customers maximize the value of the platform by resolving technical issues, providing product guidance, and collaborating with cross-functional teams to improve the overall support experience.

Language: Advanced English (B2+ - C1).

Timezone: Monday to Friday.

Requirements

• Education: Bachelor's degree in Information Technology, Computer Science, Business, or a related field is preferred (or equivalent professional experience).
• Experience: Experience supporting B2B SaaS platforms and troubleshooting SaaS applications and third-party integrations.
• Skills: Strong analytical and problem-solving abilities, sandbox testing, technical troubleshooting, excellent written and verbal English communication, and the ability to explain technical concepts to non-technical users.
• Characteristics: Customer-focused, empathetic, detail-oriented, proactive, collaborative, and committed to delivering high-quality support.
  
  

Responsibilities

• Provide technical and product support through email, chat, and other support channels while meeting established SLA targets.
• Troubleshoot, test, document, and resolve issues related to the Maxio platform and third-party integrations, escalating complex cases when necessary.
• Educate customers on platform functionality, including subscription analytics, revenue recognition, invoicing, and payment processing.
• Collaborate with Product, Engineering, and internal teams to improve support processes, document recurring issues, and recommend solutions.
• Assist with customer onboarding, promote successful platform adoption, and stay current on new product features and platform enhancements.