Product Support Specialist

Neostella

Product Support Specialist providing customer support and troubleshooting for Neostella legal technology solutions. Managing incoming support requests and collaborating with internal teams for resolutions.

Posted 6/15/2026full-timeCebu City • 🇵🇭 PhilippinesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

AWSCloudServiceNow

About the role

Key responsibilities & impact

Serve as the first point of contact for product support inquiries.
Respond to tickets, emails, chats, or calls in a professional and timely manner.
Log, monitor, and categorize incoming support requests across supported product lines.
Apply standard operating procedures (SOPs) to resolve common technical issues.
Perform initial diagnosis and troubleshooting of application-related problems.
Escalate complex or unresolved issues to Product and Development teams support using established protocols.
Document troubleshooting steps and outcomes in the knowledge base.
Support customers with product-related questions, configurations, and basic usage guidance.
Collaborate with the team to ensure compliance with service level agreements (SLAs).
Participate in team meetings to share updates, recurring issues, and opportunities for improvement.

Requirements

What you’ll need

1-3 years of experience in a product support role
Solid background or experience in IT Support functions.
B2–C1 level proficiency in English (written and spoken).
Strong knowledge of Neostella products and related technical terminology (AWS, SharePoint, Dropbox).
Experience creating, updating, and maintaining knowledge base articles and internal documentation.
Strong written communication skills with the ability to translate technical issues into clear, customer-friendly explanations.
Proven ability to analyze issues, identify root causes, and apply effective solutions.
Strong organizational skills and ability to prioritize tasks under pressure.
Excellent attention to detail in work and communication.
Willingness to work on Colombian holidays.
Completion of an assessment is required.
Nice to Have:
Familiarity with ticketing systems (e.g., Zendesk, Jira, ServiceNow).
Basic understanding of cloud platforms, file-sharing systems, UI Support of SaaS platform offerings.
Interest in developing skills in APIs, JSON, or scripting languages.
Familiarity with spreadsheets (particularly Google Sheets) and experience working with Confluence documentation.

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Neostella Website LinkedIn All Job Openings 51 - 200 employees 🏢 Enterprise ☁️ SaaS Enterprise
SaaS Neostella is a company offering a comprehensive suite of legal products and services designed to enhance efficiency and elevate client service. It also provides nearshore talent solutions to boost productivity and scale businesses, as well as a Salesforce-native workflow management application aimed at improving productivity and customer experience. Additionally, Neostella offers custom services including development, consulting, and staffing solutions tailored to various business needs. With a focus on automation, Neostella aims to eliminate busy work and improve accuracy and speed, thereby increasing productivity and morale. Their services are located in Milwaukee, Wisconsin and are backed by cutting-edge technology and a strong team of technology partners. Product Support Specialist Job not on LinkedIn 🔥 19 minutes ago 🏢🏡 Cebu City – Hybrid ⏰ Full Time 🟡 Mid-level 🟠 Senior 💝 Customer Support Apply Now Find Hiring Managers Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
Serve as the first point of contact for product support inquiries.
Respond to tickets, emails, chats, or calls in a professional and timely manner.
Log, monitor, and categorize incoming support requests across supported product lines.
Apply standard operating procedures (SOPs) to resolve common technical issues.
Perform initial diagnosis and troubleshooting of application-related problems.
Escalate complex or unresolved issues to Product and Development teams support using established protocols.
Document troubleshooting steps and outcomes in the knowledge base.
Support customers with product-related questions, configurations, and basic usage guidance.
Collaborate with the team to ensure compliance with service level agreements (SLAs).
Participate in team meetings to share updates, recurring issues, and opportunities for improvement. 🎯 Requirements
1-3 years of experience in a product support role
Solid background or experience in IT Support functions.
B2–C1 level proficiency in English (written and spoken).
Strong knowledge of Neostella products and related technical terminology (AWS, SharePoint, Dropbox).
Experience creating, updating, and maintaining knowledge base articles and internal documentation.
Strong written communication skills with the ability to translate technical issues into clear, customer-friendly explanations.
Proven ability to analyze issues, identify root causes, and apply effective solutions.
Strong organizational skills and ability to prioritize tasks under pressure.
Excellent attention to detail in work and communication.
Willingness to work on Colombian holidays.
Completion of an assessment is required.
Nice to Have:
Familiarity with ticketing systems (e.g., Zendesk, Jira, ServiceNow).
Basic understanding of cloud platforms, file-sharing systems, UI Support of SaaS platform offerings.
Interest in developing skills in APIs, JSON, or scripting languages.
Familiarity with spreadsheets (particularly Google Sheets) and experience working with Confluence documentation. Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score Similar Jobs Technical Phone Support Specialist 🕒 May 19 RISE - Internet Service Provider in the Philippines 51 - 200 📡 Telecommunications 👥 B2C 🏢 Enterprise Website LinkedIn All Job Openings 🏢🏡 Cebu City – Hybrid ⏰ Full Time 🟡 Mid-level 🟠 Senior 💝 Customer Support View More Customer Support Jobs 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs

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Hard Skills & Tools

IT Supporttroubleshootingknowledge base managementAPIJSONscripting languagescloud platformsfile-sharing systemsUI Supporttechnical terminology

Soft Skills

written communicationorganizational skillsattention to detailproblem analysiscustomer supportcollaborationtime managementprioritizationadaptabilityprofessionalism