Home Based Production Support Specialist

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Number of Openings: 2

Job Description:

The DCX Client Services - Home-Based Production Specialist is responsible for overseeing and managing the day-to-day operations of the team. You’ll work closely with Customer Success, Product, and Engineering teams to ensure a speedy diagnosis, prioritization, and resolution of all issues. We want you to be an expert in the individual features that make up the platform and translate this expertise into solving customer issues. You’ll also help define and shape the product goals, priorities, and roadmap based on your frontline knowledge of customer needs. Last but not least, you’ll have unique opportunity to make an impact on a growing Product Support team!

REQUIRED CORE COMPETENCIES

A highly proficient communicator in both spoken and written English

Strong organizational and time management skills

Excellent problem-solving and analytical skills

Strong customer service orientation

Work well with others and be a team player

WHAT YOU WILL DO

Communicating directly with users and vendors to answer product

questions and address issues through email, chat, and video

conferencing.

Providing consultative service by identifying customer goals, directing

them to best practices and answer product questions.

Troubleshooting product issues and bugs from start to finish.

Offering alternative solutions and going above and beyond where

appropriate with the objective of delighting and retaining customers.

Continuously evaluating and identifying opportunities for process

improvements that positively impact customers' experience.

Prioritizing and managing your backlog of tickets and staying on top of responsibilities.

Writing and improving the documentation.

Assisting the development of best practices for handling support

requests.

Identifying and tracking customer feedback to better advocate on

behalf of our users.

Acting as a liaison between customers and the Product / Engineering teams to resolve product issues.

Collaborating with the Product team to shape product goals, feature priorities, and roadmap based on your knowledge of the customer challenges.

Ad hoc tasks aligned with those mentioned above.

WHAT WE LOOK FOR

Education: Bachelor's degree in Marketing, Communications, and Business Administration, or any related field.

Experience: 2+ years of experience in support or other service-oriented customer facing roles at a SaaS company.

Language Proficiency: Strong verbal, written, and English communication skills.

Working schedule: Ability to work overnight/graveyard shifts in Philippine time or within US operating hours.

Technical Skills: Experience supporting customers through tools such as Intercom, Jira, ZenDesk or similar

Industry Specific Software/Knowledge:

Direct experience in the promotional industry or comparable e-commerce experience is beneficial.

Ability to prioritize and manage multiple projects under tight deadlines.

Ability and willingness to learn industry-specific software.

Experience with promotional products includes item research, ordering, and follow-up.

WHAT WE OFFER

Salary Range: Php 30,000 - Php 37,500

Job Type: Full-time

Work Shift: 1:00 AM - 10:00 M PHT

Workdays: Monday through Friday

Benefits of working with us:

Industry-leading salary packages

Permanent work-from-home setup

Company equipment provided

Internet stipends upon regularization

HMO Coverage

PTO credits and service incentive leaves

Major spring and winter company live events

Monthly employee appreciation virtual events

Company-provided career skills training courses

A company culture focused on your personal and professional growth

WHO WE ARE

DCX stands out as a leading BPO (Business Process Outsourcing) company that takes pride in assisting growth-focused small and medium-sized businesses across the United States to discover the perfect global talent to enhance their teams.

At DCX, our core beliefs center around fostering growth and making hiring easy. We are dedicated to helping business owners, executives, and industry leaders, primarily within the promotional products industry, in their search for superstar team members.

If you are on the lookout for a company that values growth and places a strong emphasis on its people-centered culture, then DCX is the place for you. As we say around here, LET'S GROW!

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

JR101777

Remote/Remotely/Tele/Telecommute/From home