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Hearsay Systems

Social media software to centrally manage brands social media presences.

Product Specialist
Manila, PH
Job Description / Skills Required

Hearsay Systems empowers financial professionals around the world to use social media to attract prospects, retain customers, and grow their business. Recently named one of CNBC’s 50 Disruptor companies, we are currently looking for a Product Specialist in Customer Support to help revolutionize the way companies use social media in North America!
At Hearsay Systems, one of the ways we get our kicks is by delivering a customer experience that delights our users. Our Customer Support team is at the heart of the customer experience (if we do say so ourselves). We genuinely enjoy helping, solving, strategizing, bantering, chatting, listening, and doing all other kinds of things for our customers. We truly enjoy helping make our customers successful.
As a Product Specialist, you will help Hearsay customers achieve that very success by understanding their needs, providing social media and Hearsay product expertise, sharing best practices, and responding quickly and effectively to requests. In addition, we are looking for someone who will be a strong advocate for our customers, embody the startup hustle mentality, and have a great sense of humor.
Responsibilities:
Own the customer experience in the Manila office by assisting with support related questions via phone and Zendesk ticketing solution
Partner with Customer Success Managers on enterprise accounts
Act as a liaison between our customers and Hearsay Social’s engineers
Ability to work on Tier 1 & Tier 2 customer related issues
Achieve customer satisfaction requirements
Provide Hearsay Social product expertise and across supported networks (Facebook, LinkedIn, Google+, Twitter)
Drive our support strategy and establish processes all while building stellar relationships with our customers
Requirements:
At least 3+ years of work experience in Technical Support or Customer Service
Work well independently and with self-guided direction
Team player with a positive attitude
Excellent social media skills in a professional environment
Stellar verbal and written English communication skills
Patience, empathy, and a unique ability to understand enterprise customer needs
Working hours (10 PM - 7 AM) PHT
Self-starter and ability to think on your feet
BA, BS or equivalent University Degree
Desired:
Written proficiency in Mandarin and Cantonese