Company Description

 

Outsourced.ph is a leading ISO certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals.

The Client

Be part of an energetic team that is serious about delivering innovative software solutions to customers and cultivating our culture. Our team has gathered around a mission to make the world a better place through the integration of commerce and technology. To improve quality of life for those around us by making more goods available to them. To make those goods more affordable. To help unlock global prosperity built on a new digital economy. This is our cause, our mission, our goal.

The Role

We are looking for a Solutions Specialist who has technical aptitude, supply chain knowledge, customer communication skills, and is a master problem solver. Solution Specialists are primarily focused on customer ticket resolutions and ensuring the customer is empowered with the knowledge needed to succeed.

The supply chain space continues to evolve and is in need of constant improvement. We are a Continuous Improvement team with a pursuit of customer delight, insight, stability, and confidence. A customer experiencing continuous improvement and stability makes an incredible impact on the loyalty they will have with a SaaS provider. If we strive to listen, advise, and frequently challenge the status quo, we can create a great customer experience.

 What You’ll Do

As a Solutions Specialist, you will work closely with installed clients, ensure system stability, and work to improve the overall customer experience through the system and ticketing. Additionally, you will act as a voice of the customer, translating customer feedback to shape the product roadmap.

• Manage and utilize ticketing software

  • Own tickets and empower customers with solutions, advice, and/or resolutions

• Configuration, testing, and issue resolution

• Provide phone support

• Become a product expert

  • Find ways to correctly and accurately capture customer feedback to help shape and influence the product roadmap

• Foster client product knowledge

• Work with product team on client enhancements and roadmap adoption

• Occasional weekend on call due to peak session or team availability constraints

What You’ll Need

• 3+ years of experience in software support or implementation

• Experience using ticketing software

• Experience working with Enterprise Application Software

• Supply Chain industry knowledge

• Experience troubleshooting software

• Ability to handle multiple tickets and prioritize acccordingly

• Creative problem solver

• Excellent written communication and task management skills

• Enthusiastic and positive attitude

• Ability to work and collaborate with team members both technically and functionally in nature

• Self-motivated and hungry to learn

 Additional Information

 

Work Schedule: 

For the first 1-2 months of training it will be  at  8pm-5am PH. Then will be assigned to the following schedule: 

• Monday to Friday 5pm-2am or 12:30am-9:30am

• Wednesday-Sunday 8am-5pm 

• Saturday- Wednesday 8am-5pm or 2:30am-9:30am 

Work Location:

• Hybrid would only be for initial 1-2 months training ; and  after that, the team member will be fully remote.

• Should have a strong internet connection (minimum of 20 MBPS); equipment is provided. 

By clicking on the "I'm Interested" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.

Please refer to job description.