Job Description

About the Role

As a Product Support Specialist, you will assist users, non-users, and advertisers by responding to inquiries, troubleshooting issues, and providing accurate and timely solutions. You will play a key role in delivering an exceptional customer experience while supporting a dynamic online platform.

Qualifications:

• Excellent written English communication skills.
• Strong grammar, spelling, punctuation, and attention to detail.
• Strong problem-solving and critical-thinking skills.
• Ability to multitask and work effectively in a fast-paced environment.
• Customer service experience is preferred.
• Comfortable working independently in a remote environment.
• Proficient in navigating multiple systems and applications simultaneously.

Peak Support and our Work-from-Home PLUS model

At Peak Support, we are dedicated to providing exceptional service to our clients and an exceptional work environment for our team members.

We don’t do this with ping pong tables or video games. We do it by creating a positive, encouraging and performance-driven culture that enables our team members to build rewarding, long-term careers. We’re proud that our Glassdoor rating of 4.5 is the highest in the Business Process Outsourcing industry.

Peak Support offers all the convenience of working from home, with the benefits of working for an established organization with an exceptional team and tremendous opportunities for growth. Peak Support has been 100% remote since day one, so we have built a culture and a set of processes that support the success of our remote team members.

Requirements

• Respond to customer inquiries in a professional, timely, and empathetic manner.
• Investigate and troubleshoot account, product, and technical issues.
• Assist users with account access, profile management, and platform navigation.
• Handle concerns related to account recovery, registration, and account management.
• Review and resolve customer concerns according to company policies and procedures.
• Escalate complex issues to the appropriate teams when necessary.
• Accurately document customer interactions and case resolutions.
• Meet quality, productivity, and service-level goals.
• Support content review and platform safety initiatives as needed.
• Identify trends and recurring issues to help improve the overall customer experience.
• Maintain confidentiality and handle sensitive customer information responsibly.

QUICK NOTE: We are currently experiencing application errors due to contact number filing. When completing your application and adding your contact number, please remove the area code (+63) and add the 10-digit mobile number. ex: 9192345678