Make your next big career move by applying as KMC Solutions’ next APPLICATION SUPPORT SPECIALIST!

You'll collaborate with one of the fastest growing companies in America who's looking for dynamic candidates to add value to the company's world-class teams of dedicated and brilliant individuals.

This role is part of the SOCi customer support team within SOCi Customer Success, tasked with delivering enterprise-level application support to customers and partners. The goal is to achieve complete resolution of complex issues, with all interactions conducted via phone, email, and web, and performance measured against specific support KPIs. The ideal candidate will be flexible, detail-oriented, and adept at customer interactions. They must work well independently, troubleshoot efficiently, and possess a knack for identifying and addressing technical root causes. Additionally, contributing to process and product enhancement is crucial as the team actively seeks input for continuous improvement.

The main responsibilities of a APPLICATION SUPPORT SPECIALIST include:

• Provide email, web, and phone support to SOCi customers and partners in a timely and accurate manner
• Analyze break/fix issues and work with a sense of urgency to deliver solutions to meet customer and partner needs
• Document all support interactions and resolutions in the existing case management systems
• Actively contribute to our technical knowledge base, online community, and other technical documentation
• Submit well researched and well documented bugs and feature requests arising from customer submitted requests
• Partner with engineering teams in prioritizing and resolving customer issues, questions, and product enhancements
• Work effectively with cross-functional teams including Sales, Support, Product, Customer Success, etc.
• Deliver a very high level of customer satisfaction on basic and advanced issues received through our support channels
• Participate in weekend/holiday on-call support rotation as needed
• Train and mentor new and jr. support staff
• Work on technical and non-technical projects
• Provide ideas and assist with creation of documentation and training material for external and internal content
• Maintain clear, concise, and positive communication for all cases in a timely and efficient manner including follow-ups with customers, team members, and engineers
• Achieve expert level with all SOCi products, offerings, and integrations
• Maintain or exceed our established service levels and productivity standards
• Be proactive and identify opportunities for our team to provide better support, educate our users, and scale our support model
• Take on special projects as needed
• Other tasks and duties as assigned

To apply, you must be an expert on the following requirements:

• Exceptional communication skills both written & verbal.
• Strong interpersonal skills & proven success in cross-functional collaboration
• Develop and maintain expert level mastery of SOCi products
• Proficient with Salesforce, Freshdesk and Jira
• Desire to focus on customer satisfaction and the customer experience, and a willingness to be its internal advocate of both
• The ability to self-direct as circumstances change and priorities shift, based on organizational needs, without constant & overt micromanagement 

It will also be favorable if you are knowledgeable in:

• 2-4 years of direct, verifiable customer support experience in a fast-paced environment – preferably with an enterprise SaaS provider
• Strong written, verbal, and organization skills
• Strong understanding of technological platforms and web infrastructure
• Experience with enterprise social media networks
• Excellent problem solving, critical thinking, and analytical skills
• Quick learner; able to learn new technologies on own as necessary
• Ability to work effectively cross-functionally with Product, Sales and Customer Success.
• Excellent customer relationship skills (customer facing, ability to assess customer needs and interact with all levels of management)
• Willingness to work off hours (nights and weekends) as urgent customer needs dictate
• Committed team player with the ability to function both independently and as part of a team
• Must be personable, friendly, and able to work efficiently under time constraints.
• In this position, you will routinely act independently while researching and developing solutions to customer issues
• Experience working with social media platforms and listings management software is a plus 
• Experience working with local landing pages and SEO is a plus

The successful candidate must submit the following pre-employment requirements:

• Scanned copy of valid NBI Clearance
• Accomplished Medical or PEME Slip (covered by KMC)
• 2x2 & Half body picture with white background
• Proof of government numbers (TIN, SSS, Pag-ibig, & Philhealth).
• Photocopy of 2 valid IDs – front & back (government-issued)
• Clear copy of your Birth Certificate (PSA or NSO)
• Accomplished HR Forms & Promissory Note (will be provided by KMC’s Onboarding Team)

 

Click here to view the complete list of KMC’s pre-employment requirements

KMC Careers

If you're a rockstar at what you do and looking to be a part of our amazing story, we want to hear from you!

We offer attractive salaries and benefits plus you get to work in some of the Philippines' best flexible workspaces. Our employees also get to enjoy exclusive discounts, rewards and freebies, and invites to our monthly events. We are always recruiting for roles in IT & Development, Marketing, Business Administration, HR & Recruitment and Legal & Finance Roles.

KMC provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion.

Work with Us. Grow with Us.

KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move.

Our Culture

At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment. We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals.

We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf our offshore partners.

Life within KMC: Work Hard Party Harder

At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community. We believe mistakes are opportunities and that you should not present a solution without a problem.

We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips and much much more!