BPO - Product Support Specialist (Hybrid Setup)

Do you have a knack for tracking down answers that others can't find—across catalogs, portals, and vendor networks? If you thrive in a fast-paced e-commerce environment where no two inquiries are the same, Unity Communications has a role built for you.

As a Product Support Specialist, you'll serve as the key liaison between customers and vendors, ensuring every product inquiry gets a professional, timely, and accurate response. If you're analytical, tech-savvy, and take pride in being the person who always finds the answer, we'd love to hear from you!

How You Spend Your Eight Hours

• Monitor your dashboard for new and pending product support tickets and process them by researching manufacturers' catalogs and knowledge base
• Communicate directly with vendor support staff when answers cannot be found using in-house materials
• Document solution steps in the knowledge base as new problems and resolutions arise
• Identify and flag product discrepancies found on the website and submit required changes to the content management team
• Review RFQs, prepare quotes, and address customer questions about quotes
• Identify replacement parts using vendor selection software, manufacturer catalogs, and direct vendor communication
• Analyze inbound leads, break them down into clean and usable lists, coordinate with vendors for detailed responses, and deliver professional replies to customers
• Answer inbound customer service calls as needed
• Perform other tasks as required or assigned

What You Must Possess

• Experience handling e-commerce account
• Expert-level internet research skills and the ability to navigate websites, product catalogs, and technical manuals with ease
• Expert-level proficiency in Microsoft Office and Google Workspace
• Strong analytical and problem-solving skills with a deep appreciation for detail and following step-by-step procedures
• Excellent communication skills via phone, video conferencing, and email
• Comfortable working across multiple screens and managing multiple windows simultaneously
• Experience in technical sales, distribution, or HVAC is a strong advantage
• Familiarity with the roles of manufacturers, manufacturers' representatives, and distributors in the supply chain is a plus
• Experience with BigCommerce and/or NetSuite is a plus

What You Shall Receive

• HMO coverage upon regularization, with one free dependent after one year of continuous service and another free dependent after two years of continuous service
• VL/SL credits upon regularization
• Friendly and supportive work culture
• 13th-month pay and other Philippine-government-mandated benefits
• Non-taxable allowances
• Pay increases, performance bonuses, growth opportunities, birthday gifts, and many more

What You Should Consider

• Probationary, full-time position
• Hybrid work setup, with onsite training

Why Join Our Company

You look for a company whose senior management listens to what you are and aren’t saying and whose managers and team leads you can genuinely connect with. According to Glassdoor, 99% of the current and previous employees recommend Unity Communications to their friends, and 100% approve of its executive management. Our company is a Certified Great Place To Work that values inclusion and diversity and spreads kindness and positivity.