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.