Product Specialist / Technical Support

TYPE
Full Time
LOCATION
Philippines
MINIMUM EXPERIENCE
Experienced

We are hiring a Product Specialist as part of our customer team. This role works with our teams that are both on-site in our office in Cebu, Philippines, as well as our distributed team, who normally work between the +8 UTC (Cebu) to +10 UTC (Sydney) time zones.

This role is part of our distributed team, and do not need to travel frequently nor be on-site in our offices all the time. Though flexibility to be on-site for weeks at a time is expected, since most of our teams are in office and participating in workshops is best done in person.

You will be part of our customer team, composed of product specialists and customer program managers.  Most of the time, work is autonomous. However, constant online collaboration with others is expected over Slack, Zoom, and Google Hangouts.

This role is primarily supporting our customers and users in using our products; as well as being an expert of our products to support our staff in the company. Work is a combination of handling support tickets, as well as writing user guides and answers to FAQs. Further, as we release new features, participate in doing user testing, file bug reports, and validate fixes.


What You Will Be Doing

As a Product Specialist, you will have the following functions:

  • Respond to inquiries from customers, users, and our staff about our products, and help them understand our product
  • Triage, troubleshoot, and help users resolve problems they have encountered in using our products
  • Perform data management, and data reporting tasks as requested by customers and by our staff
  • Inspect, test, file bug reports, and validate fixes for features ready for release
  • Write content and contribute to the build-up of both internal and customer-facing knowledge base
  • Participate in design workshops on usability, functionality, quality, and performance, representing frontline experience and acting as a proxy for the user
  • Performs user acceptance testing for solutions being developed before they are deployed to production
  • Ensures that user feedback is relayed in appropriate channels and documented properly to capture customer insights
  • Find ways to reach out to customers to participate in testing mockups and prototypes to solve their problems
  • Contribute to improving automated solutions to lessen the flow of support tickets
  • Participate in team activities to deliver software that satisfy business needs
  • Responsible for self-assessment as part of our weekly self-reported check-ins
  • Continuously learning to ensure useful and effective participation in the teams

As part of our distributed team, the following are expected:

  • Establish a working space and infrastructure to effectively participate in a distributed environment
  • Schedule work on a daily basis, with a minimum of 4 hours overlap with the rest of the team
  • Use a stable, high quality Internet access for video conferencing
  • Able to join a video conference during work hours
  • Able to travel on-site to our offices up to 2 weeks at a time


Who You Are

We are looking for someone with the following qualifications:

  • Motivated to help others resolve problems and achieve their goals
  • Able to understand problems at multiple levels, troubleshoot, and propose solutions
  • Able to navigate chaotic and complex situations, and simplify for others to understand
  • At least the equivalent of 3 years work experience, in a Product Specialist, technical support, software tester, or a quality assurance role, for a software or IT product
  • Experience in technical writing, particularly user guides, product knowledge base, and support FAQs
  • Knowledge and experience in making screenshot and imaging tools for annotation, or in making screencasts and voice-over for video-based instructions
  • Knowledge of concepts in telecommunications, cloud systems, IT and information security best practices
  • Knowledge and experience of any programming language, either for work or for a hobby, is an advantage;
  • Knowledge and experience in querying database, exporting data, and manipulating data in spreadsheets is an advantage
  • Basic shell usage of Linux-based systems (CentOS, Ubuntu), networking configuration of computer and networks
  • Knowledge of testing practices, software quality principles, software development methods and lifecycle
  • Empathetic to users and has high regard for a good customer experience
  • With strong communication skills, openness to new ideas, resourceful, and eager to continuously learn

As part of a distributed team, the following qualifications are required:

  • Self-discipline and good work ethics
  • Good verbal and written communication
  • Good time management and able to minimize distractions


What We Offer

  • An environment of a sports team that is there to coach each other while being performant
  • A software engineering culture that strives to build high quality software
  • An organization of autonomous teams, exploring and trying out solutions in a safe environment
  • A place for you to learn, practice, develop yourself, and contribute to something meaningful
  • A front seat at a fast growing, global company with a lot of opportunities in software and technology with exposure in telecommunications and web
  • Flexibility and a wide array of health and well-being incentives to keep you balanced
  • An opportunity to work with some of the best and smartest people around
  • A starting salary range of P25,000 - P40,000 per month. Salary commensurate with qualifications and experience
     

About Our Software Team

At Synacy, we develop our own products. Our founders, product teams, engineering teams, and customer support teams are all part of the same company, co-located in our offices (mainly in Cebu and Manila) and work closely together to develop products that delight our customers.

Our software team is composed of 3 to 5 cross-functional members and is designed to be complete and responsible for delivering complete features to users. We expect our engineers to be not just writing code, but to participate in the entire process from investigating problems, designing solutions, and implementing them into features our users will love. In addition, we have a leadership team that is composed of team leads, product managers, and engineering managers, that work together in leading the entire software group.

We use a goal-oriented product roadmap to keep all our teams aligned, which is updated in a weekly cycle by the leadership team. Further, we maintain a corresponding release plan based on a monthly release cycle, where we break down features into sizeable chunks that our teams can work with as little inter-team dependency as possible.

Our teams apply an agile process of weekly planning, retrospectives, daily check-in, pair programming, and use Trello to visualize our progress. All our code is version controlled in Github and all code changes go through a peer-review process.

We have a continuous delivery pipeline, using CircleCI and CloudFormation, and perform deployment using automated tools in our AWS production site. We built most of our automation tools and we expect all our engineers to participate in maintaining our development tools, delivery pipelines, and production sites.

Our teams are encouraged to spend time developing their knowledge and skills so they stay relevant in their field. We have self-initiated learning sessions and allocate time in weekly sprints for learning activities.


About Our Distributed Team

We have distributed teams as part of our software group wherein all members of the team work remotely. Though it is an option for distributed team members to work in one of our offices in Cebu or Manila, it is expected of everyone to effectively participate in a distributed or remote-first environment.

Teams work full-time in a remote working environment wherein members are not expected to be in the same physical space. However, there are a few scheduled in-person get-togethers to strengthen the team’s relationship. The work schedule is flexible with an overlap of 4 hours a day of working together. Communication and documentation are primarily done using online channels.

Our leadership team works in a distributed environment and operates primarily using online channels. Though some of our feature teams are on-site in our offices, we have made adjustments so that both distributed and on-site teams can effectively work together. Work structure is the same for both distributed and on-site teams and follows the same principles and frameworks we defined in our engineering culture. 

Every member of a distributed team is responsible for creating the working conditions to effectively participate in a distributed environment. Similar to how our company is obliged to create good working conditions in our office space, every distributed team member is obliged to create a similar space wherever he/she chooses to work.

The company will provide the primary equipment for working at the same level as teams working on-site in an office, either at full cost or subsidized in accordance with the general policy of our company. Other than this, every member of the team is expected to establish the space, equipment, and infrastructure for their own use to achieve their ideal working conditions. 

We do not offer training for anyone to be qualified for distributed work and expect members to independently prepare and be ready to be part of a distributed team.
 

About The Company

Synacy is a global company developing software products in the Philippines using international best practices and delivering them to our customers around the world. We aim to help businesses be competitive in a consolidating telecommunications and technology market and give them access to opportunities that until now only large companies can realise.

We believe the best results for end users and customers come from having a number of various companies providing the best to service them. We want to enable them to thrive by providing the infrastructure and tools for them to sell new telecom products and enhance the value they deliver to their customers.

Though we are based in the Philippines, our founders are originally from Australia and we have a diverse and multinational leadership team, bringing in perspectives from different backgrounds and cultures. We continuously learn from each other to become better at what we do.

Our company offers our products under a few brands. At UTBox, Monopond, and BurstFax, we offer fax and SMS messaging products available globally for retail and wholesale use. We also founded an internet service provider to accelerate the internet in the Philippines called RISE. At RISE, we offer competitive fiber-based internet access to businesses located in major cities in the country.

It is our intent to form a globally competitive organization. We believe talented and remarkable people are found anywhere in the world. At the moment, we have most of our teams co-located in our offices in the Philippines. However, we don’t limit our reach here and are forming a remote-first culture within our organization so we can offer the opportunity to current and new members to work wherever they are productive.

A few of our strategies:

  • Software and automation is at our core. We believe in an efficient, resilient, and scalable approach. Work smarter not harder, so that when you work hard you are working smart.
  • To our customers, we want to offer a complete service in an integrated package.
  • We have taken the challenge of integrating with many telecommunication providers in the world and aggregated our customer traffic to offer consistent quality at the best possible price.
     

Hiring Process 

We understand that applying for a new job or even looking for new opportunities can be a tedious and stressful process. We aim to give our applicants a good experience by being timely, efficient, and direct. We’d like for you to select us and we look forward to working together.

Even if you are not looking for work now, we encourage you to apply since you may go through our qualification process and assess our offer without any commitment to accept immediately. If you like what you are getting then you can plan with us on when you will eventually join.

 

PRIVACY STATEMENT

Synacy/RISE is committed to protecting your personal information. Your information will be collected, used and may be shared by Synacy/RISE with third party service providers to serve lawful purposes, for Synacy/RISE recruitment process, including processing of data by third party when required. Your information shall be held only as long as necessary to achieve the purpose for which it is collected. The use and transfer of your information will be strictly in accordance with the applicable data privacy law and in line with our privacy policy available at Synacy/RISE Privacy Policy. Further, by clicking Apply, you agree and acknowledge that you have read Synacy/RISE’s privacy policy and fully understand your rights to access, correct or withdraw your information anytime.

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