Product Support Specialist (Customer-Facing) | Remote - PH

Company: Smart Apartment Data

Ever found yourself truly enjoying the challenge of unraveling a tricky software puzzle, all while chatting directly with customers and guiding them to that “aha!” moment? If you're someone who thrives on helping people get the absolute most out of technology, and you’ve got a knack for making complex things clear, then we're eager to connect with you. Smart Apartment Data is on the lookout for a compassionate and technically savvy Product Support Specialist to join our team. This isn't just any support role; you'll be the friendly face and expert voice helping our customers navigate our innovative SaaS platform, ensuring their experience is smooth, productive, and genuinely positive.

Overview

Smart Apartment Data is a leader in providing cutting-edge SaaS solutions that revolutionize the real estate industry. We're searching for a dedicated Product Support Specialist, based remotely within the Philippines, to empower our users. This is a crucial, customer-facing role where your expertise will bridge the gap between our powerful software and the people who use it daily. You'll work a US Central Time schedule, offering real-time assistance and becoming an invaluable resource for our diverse client base. This opportunity is perfect for those who excel at problem-solving and enjoy direct customer engagement in a remote, full-time setting.

Key Responsibilities

Support customers effectively across multiple channels, including phone, live chat, and email.
Expertly troubleshoot product, software, and workflow issues, identifying root causes and implementing solutions.
Guide customers through platform features, functionalities, and best practices, empowering them to maximize their use of our software.
Accurately document all customer interactions and resolutions, maintaining clear records.
Identify recurring issues and trends, sharing valuable feedback with the product and development teams for continuous improvement.
Continuously build and maintain deep product knowledge to serve as an authoritative resource for all user inquiries.

Requirements

Demonstrated experience in a customer-facing software or SaaS product support role is essential.
Exceptional communication skills, both written and verbal, allowing you to engage with customers clearly and empathetically across various channels.
A natural ability to troubleshoot complex software issues and guide users through technical processes with patience and clarity.
Comfortable working full-time on a US Central Time schedule.
Must be based remotely within the Philippines (Manila, Central Visayas, Davao Region, or other PH locations).
A genuine passion for helping people and ensuring positive customer outcomes with every interaction.
Self-motivated and capable of managing your workload effectively in a remote environment.
Please note: This is not an internal IT Help Desk or Desktop Support position.

What You'll Gain

The chance to be part of a dynamic, forward-thinking company revolutionizing the real estate tech space.
A competitive monthly salary ranging from Php 35,000 – Php 40,000.
The flexibility and convenience of a fully remote work setup within the Philippines.
Opportunities for professional growth and to deepen your expertise in SaaS support.
A collaborative team environment where your contributions are valued and directly impact customer success.