Product Specialist at Yext

The Product Specialist (Technical Support) role is within the Hearsay Systems team, now part of Yext. The role is fully remote, home-office position in the Philippines. The working hours are between 9:00PM to 9:00AM Manila Time. They will deliver an outstanding customer experience by understanding Hearsay products and applications.

Responsibilities:

• Act as the first point of contact for Hearsay products and applications.
• Effectively prioritize and address support-related questions via phone and Zendesk.
• Liaise with Customer Success, Engineering, and Product teams for feedback and issue resolution.
• Maintain composure and customer focus while troubleshooting technical issues.
• Consistently attain Hearsay's target customer satisfaction score.
• Maintain a thorough knowledge of the Hearsay platform.
• Execute support strategy and build stellar customer relationships.
• Achieve quarterly goals at the team level.
• Focus on continuous team improvement and onboarding.

Requirements:

• At least 3 years of relevant technical support experience within the B2B, SaaS, and/or FinTech industry assisting Enterprise customers of Fortune 1000 companies via phone.
• Experience with APIs, Implementation Management and/or Project Management desired.
• Successful record of improving customer relationships.
• Understanding and use of common social media and digital tools.
• Excellent prioritization skills and quick decision-making ability.
• Real passion for customer service and understanding enterprise customer needs.
• Knowledge of Zendesk, JIRA, Looker, and Intercom a plus.
• Stellar verbal and written communication in English.
• Ability to think on one's feet and find creative solutions.
• Excellent teammate with a positive attitude.
• Amenable to working between 9:00PM to 9:00AM Manila Time.

The role offers:

• fully remote position