{"id":3063630,"url":"https://alion.io/job/kmc-solutions-product-support-specialist","title":"PRODUCT SUPPORT SPECIALIST","company":{"id":2968,"name":"KMC Solutions","domain":"kmc.solutions","url":"https://alion.io/company/kmc-solutions","size_band":"5000+","is_staffing_agency":false,"employer_type":"staffing","is_intermediary":false,"listed_via":null,"ats_vendor":"Career sitemap","truth_index":{"grade":"A","score":85,"open_postings":52,"ghost_share":0,"stale_share":0.615,"repost_share":0,"time_to_fill_p50_days":41,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Makati, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":7500,"max_usd":18000,"period":"year","method":"role_country_seniority_unknown","sample_n":14},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SQL","optional":false},{"name":"Freshdesk","optional":true},{"name":"Jira","optional":true}],"status":"live","first_seen_at":"2026-09-11T01:46:51Z","employer_posted_date":"2026-09-11","last_verified_at":"2026-10-29T09:48:50Z","board_verified":true,"closed_at":null,"days_open":48,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":48},"description":"PRODUCT SUPPORT SPECIALIST\nMakati City, PhilippinesOnsiteIT - Support ServicesPosted Sep 11\nMake your next big career move by applying as KMC Solutions’ next PRODUCT SUPPORT SPECIALIST\nThis position will work as a member of the SOCi customer support team which is part of the broader SOCi\nCustomer Success team. This support team is responsible for providing enterprise level application support to\ncustomers and partners, and ultimately drive complete resolution to complex issues. All support interaction is done\nvia phone, email, and web and measured by specific support KPIs established by SOCi. The ideal candidate will be\nflexible, detail-oriented, and highly skilled at working with customers. This position requires the ability to work with\nminimal direction, the capacity to work quickly, and identify and fix root cause of technical issues. Having an eye\nfor process and product improvement is critical as we look to the team for input on how to evolve our processes and\nour products.\nOn top of your salary, here are the exciting benefits you can look forward to:\nHealth Insurance/HMO\nEnjoy unlimited MadMax Coffee\nDiverse learning & growth opportunities\nAccessible Cloud HR platform (Sprout)\nAbove standard leaves\nThe main responsibilities of a PRODUCT SUPPORT SPECIALIST include:\nProvide email, web, and phone support to SOCi customers and partners in a timely and accurate manner.\nAnalyze break/fix issues and work with a sense of urgency to deliver solutions that meet customer and partner needs.\nDocument all support interactions and resolutions in the existing case management systems.\nActively contribute to our technical knowledge base, online community, and other technical documentation.\nSubmit well-researched and well-documented bugs and feature requests arising from customer-submitted requests.\nPartner with engineering teams to prioritize and resolve customer issues, questions, and product enhancements.\nWork effectively with cross-functional teams, including Sales, Support, Product, Customer Success, and other departments.\nDeliver a very high level of customer satisfaction on basic and advanced issues received through our support channels.\nParticipate in weekend/holiday on-call support rotations as needed.\nTrain and mentor new and junior support staff.\nWork on technical and non-technical projects.\nProvide ideas and assist with the creation of documentation and training materials for external and internal content.\nMaintain clear, concise, and positive communication for all cases in a timely and efficient manner, including follow-ups with customers, team members, and engineers.\nAchieve expert-level knowledge of all SOCi products, offerings, and integrations.\nMaintain or exceed established service levels and productivity standards.\nBe proactive and identify opportunities for our team to provide better support, educate our users, and scale our support model.\nTake on special projects as needed.\nPerform other tasks and duties as assigned.\nTo apply, you must be an expert on the following requirements:\n2-4 years of direct, verifiable customer support experience in a fast-paced environment, preferably with an enterprise SaaS provider.\nStrong written, verbal, and organizational skills.\nStrong understanding of technological platforms and web infrastructure.\nExperience with enterprise social media networks.\nBasic to intermediate knowledge of APIs and SQL.\nExcellent problem-solving, critical thinking, and analytical skills.\nQuick learner, able to learn new technologies independently as necessary.\nAbility to work effectively cross-functionally with Product, Sales, and Customer Success.\nExcellent customer relationship skills, including customer-facing experience, the ability to assess customer needs, and the ability to interact with all levels of management.\nWillingness to work off-hours, including nights and weekends, as urgent customer needs dictate.\nCommitted team player with the ability to function both independently and as part of a team.\nMust be personable, friendly, and able to work efficiently under time constraints.\nIn this position, you will routinely act independently while researching and developing solutions to customer issues.\nExperience working with social media platforms and listings management software is a plus.\nExperience working with local landing pages and SEO is a plus.\nIt will also be favorable if you are knowledgeable in:\nExceptional written and verbal communication skills.\nStrong interpersonal skills and proven success in cross-functional collaboration.\nDevelop and maintain expert-level mastery of SOCi products.\nProficient with Salesforce, Freshdesk, Zendesk, Jira, or similar ticketing/case management tools.\nDesire to focus on customer satisfaction and the customer experience, with a willingness to be an internal advocate for both.\nAbility to self-direct as circumstances change and priorities shift based on organizational needs, without constant or overt micromanagement.\nIT - Support Services · Night Shift\n Applying takes about a minute\nKnow someone for this?\nRefer them in a few clicks and track their progress from your referrals dashboard.","description_format":"text","description_chars":5139,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Growth opportunities","Health insurance"],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Coworking & Shared Office","Employer of Record & PEO"],"lifecycle":[{"event":"open","at":"2026-10-22T07:14:53Z"}],"visa":[],"liveness":{"score":21,"band":"cold","label":"Long shot","p_open":1,"p_active":0.47,"p_room":0.44,"age_days":48,"expected_fill_days":41,"reasons":["conf:0","stale_co","velocity","win:tail","crowd:brand"],"computed_at":"2026-10-29T05:49:05Z"},"pay":null,"html_url":"https://alion.io/job/kmc-solutions-product-support-specialist","json_url":"https://alion.io/job/kmc-solutions-product-support-specialist.json","meta":{"generated_at":"2026-10-29T10:32:03Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":16012,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2968},"rest":"https://alion.io/mcp/rest/get_company?id=2968"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fkmc-solutions-product-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fkmc-solutions-product-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fkmc-solutions-product-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/kmc-solutions-product-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fkmc-solutions-product-support-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3063630}},{"tool":"search_jobs","arguments":{"company":"kmc.solutions","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3063630},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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