Product Support Specialist

Job DescriptionAt GHD, we don’t just believe in the power of commitment, we live and breathe it every dayThat’s why we pledge to support and empower our people to make a positive impact when working hand in hand with our business to drive change. We'll empower you with the right technology and training as you bring ideas and projects to life.Together with your colleagues, clients and partners, you can make an impact that is felt by all. See where your commitment could take you.Who are we looking for?We're looking for a Product Support Specialist to join our Products & Platforms team.Duties and responsibilities include but not limited to:Provide front-line application support to our clientsMonitor the queue for new service requests and issue reports and evaluating them to prioritize, troubleshoot, reproduce the issue, and ultimately communicate solutions or workaroundsEscalate client issues to other teams when necessary to get a resolution or workaroundDetect and flag incidents that are affecting or have the potential to affect multiple customersProvide first contact support of incoming incidents or requests to the service desk via phone, web portal, email, and chat Independently, and in collaboration with other teams, identify root cause(s) and diagnose as product and end user issues. Researching solutions through internal and external knowledgebase as neededReinforce SLAs to manage customer expectationsIdentify and learn appropriate software used and supported at GHD DigitalTest fixes to ensure an incident has been adequately resolvedIdentify client support trends and propose solutions to reduce call volumes, and provide suggestions for continuous improvement of the team. For example: documentation updates or new product featuresParticipate in incident discovery, response, and reporting which may occasionally require overtimeWhat you will bring to the team:Minimum 2 -5 years of experience in Customer service and support or similar role, ideally in a web-based software contextKnowledgeable in relevant software applications such as Microsoft Office Suite & collaboration products, MS Windows, and Service Desk tools such as Zendesk and JiraExperience debugging and troubleshooting web applicationsWorking knowledge of web browsers and their general functionsKnowledgeable in ITIL Foundations principalsExperience working with municipal and other public sector organizations in North AmericaKnowledge of website and web application trends such as responsive design, structured data, SEO, analytics, accessibility, security etcFamiliarity with the software development lifecycle and SaaS business operationsExperience working with Jira, Confluence, HubSpot, or various digital task tracking toolsWork schedule: Monday to Friday / 7:00 pm to 4:00 am, 8:00 pm to 5:00 am, 9:00 pm to 6:00 am or 11:00 pm to 8:00 am / Hybrid - GHD office 3 times per weekThis job offer can be based in Makati, Quezon City or Cebu.Candidates must be a Filipino citizen or have the right to work in the Philippines.About UsCome together and make a meaningful impact. We bring our people together to create something bigger and solve some of the world's most complex problems. Come and experience the power of commitment and see strategy and ideas come to life when you join GHD.Let's drive real change.Our Pledge to YouAt GHD, we don’t just believe in the power of commitment, we live and breathe it every day.That’s why we pledge to empower our people to make a positive impact. Combining our deep technical expertise with the capabilities of our clients and partners, we respond to some of the most complex challenges facing our planet today.See where your commitment could take you.That’s the #PowerOfCommitment Who We AreGHD is a global professional services company that leads through engineering, architecture, and construction expertise. We are an employee-owned company with over 11,000 diverse and skilled individuals, across more than 200 offices spanning five continents.The Power of Commitment is our brand promise. It’s what makes us different. We are bound to our stated vision and determination to address humanity’s most urgent needs: to make water, energy and urbanisation sustainable for generations to come.