Home Based Production Support Specialist

Job Description:

The DCX Client Services - Home-Based Production Specialist is responsible for overseeing and managing the day-to-day operations of the team. You’ll work closely with Customer Success, Product, and Engineering teams to ensure a speedy diagnosis, prioritization, and resolution of all issues. We want you to be an expert in the individual features that make up the platform and translate this expertise into solving customer issues. You’ll also help define and shape the product goals, priorities, and roadmap based on your frontline knowledge of customer needs. Last but not least, you’ll have unique opportunity to make an impact on a growing Product Support team!

REQUIRED CORE COMPETENCIES

• A highly proficient communicator in both spoken and written English
• Strong organizational and time management skills
• Excellent problem-solving and analytical skills
• Strong customer service orientation
• Work well with others and be a team player

WHAT YOU WILL DO

• Communicating directly with users and vendors to answer productquestions and address issues through email, chat, and videoconferencing.
• Providing consultative service by identifying customer goals, directing
• them to best practices and answer product questions.Troubleshooting product issues and bugs from start to finish.
• Offering alternative solutions and going above and beyond whereappropriate with the objective of delighting and retaining customers.
• Continuously evaluating and identifying opportunities for processimprovements that positively impact customers experience.
• Prioritizing and managing your backlog of tickets and staying on top of responsibilities.
• Writing and improving the documentation.
• Assisting the development of best practices for handling supportrequests.
• Identifying and tracking customer feedback to better advocate onbehalf of our users.
• Acting as a liaison between customers and the Product / Engineering teams to resolve product issues.
• Collaborating with the Product team to shape product goals, feature priorities, and roadmap based on your knowledge of the customer challenges.
• Ad hoc tasks aligned with those mentioned above.

WHAT WE LOOK FOR

• Education: Bachelors degree in Marketing, Communications, and Business Administration, or any related field.
• Experience: 2+ years of experience in support or other service-oriented customer facing roles at a SaaS company.
• Language Proficiency: Strong verbal, written, and English communication skills.
• Working schedule: Ability to work overnight/graveyard shifts in Philippine time or within US operating hours.
• Technical Skills: Experience supporting customers through tools such as Intercom, Jira, ZenDesk or similar
• Industry Specific Software/Knowledge:
• Direct experience in the promotional industry or comparable e-commerce experience is beneficial.
• Ability to prioritize and manage multiple projects under tight deadlines.
• Ability and willingness to learn industry-specific software.
• Experience with promotional products includes item research, ordering, and follow-up.

WHAT WE OFFER

• Salary Range: Php 30,000 - Php 37,500
• Job Type: Full-time
• Work Shift: 1:00 AM - 10:00 M PHT
• Workdays: Monday through Friday

Benefits of working with us:

• Industry-leading salary packages
• Permanent work-from-home setup
• Company equipment provided
• Internet stipends upon regularization
• HMO Coverage
• PTO credits and service incentive leaves
• Major spring and winter company live events
• Monthly employee appreciation virtual events
• Company-provided career skills training courses
• A company culture focused on your personal and professional growth

WHO WE ARE

DCX stands out as a leading BPO (Business Process Outsourcing) company that takes pride in assisting growth-focused small and medium-sized businesses across the United States to discover the perfect global talent to enhance their teams.

At DCX, our core beliefs center around fostering growth and making hiring easy. We are dedicated to helping business owners, executives, and industry leaders, primarily within the promotional products industry, in their search for superstar team members.

If you are on the lookout for a company that values growth and places a strong emphasis on its people-centered culture, then DCX is the place for you. As we say around here, LETS GROW!

If you like wild growth and working with happy, enthusiastic over-achievers, youll enjoy your career with us!

Job Types: Full-time, Permanent

Pay: Php30,000.00 - Php37,500.00 per month

Benefits:

• Additional leave
• Company Christmas gift
• Company events
• Health insurance
• Life insurance
• Work from home

Schedule:

• 8 hour shift
• Monday to Friday
• Night shift

Supplemental pay types:

• 13th month salary

Application Question(s):

• How many years of GY/Night shift experience do you have?
• How many years of WFH/Hybrid experience do you have?