Product Support Associate

🔥 0 minutes ago

🇵🇭 Philippines – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

✨ Product Support

🚫👨‍🎓 No degree required

👻 Ghost score 15%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Kisi

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2013

📦 Logistics

🏭 Manufacturing

🏥 Healthcare

💰 $50k Seed Round on 2016-09

Logistics • Manufacturing • Healthcare

Kisi is a cloud-based access control platform that provides secure and scalable solutions for managing building access. The platform integrates both hardware and software to offer video surveillance, intrusion detection, and visitor management. Kisi serves a variety of industries, including commercial real estate, fitness and wellness, healthcare, local government, media and entertainment, manufacturing, and education. The system allows for seamless integration with security cameras, SSO providers, and industry-specific software. Kisi's offerings are particularly well-suited for enterprises looking to unify their security infrastructure across multiple locations, providing real-time insights and efficient management of space access.

📋 Description

• Serve as the first point of contact for customers and reseller partners • Field and triage incoming support requests via email, phone, and live chat • Diagnose and resolve technical issues across the cloud-based SaaS platform and on-premises hardware • Guide new users through product setup, configuration, and feature adoption • Deliver one-on-one guidance, group webinars, and screen-shares • Write knowledge-base articles, FAQs, and internal runbooks • Track, prioritize, and manage cases in the ticketing system • Meet defined service-level targets and keep stakeholders informed • Surface customer feedback and help prioritize feature requests with Sales, Engineering, and Product teams

🎯 Requirements

• 2+ years of hands-on technical support or customer success experience • Ideally, experience in a SaaS environment that integrates with physical hardware • Proven track record of troubleshooting both software and hardware issues • Solid grasp of networking fundamentals (TCP/IP, DNS, DHCP, VPNs, firewalls) • Experience with ticketing systems such as Zendesk, Freshdesk, or Salesforce Service Cloud • Experience with live-chat platforms • Exceptional written and verbal communication • Ability to explain complex technical concepts in clear, non-technical terms • Comfortable tracking and analyzing support metrics such as response times, CSAT scores, and ticket volumes • Ability to work cross-functionally with Sales, Engineering, and Product teams • Prior experience supporting security, IoT, or access-control hardware is nice to have • Background in technical writing or creating knowledge-base content is nice to have • Include a link to your LinkedIn profile in the application • Successful candidates must pass a background check

🏖️ Benefits

• Flat hierarchy and close collaboration with co-founders • Freedom to work your way • Strong sense of ownership • Dynamic, creative, and innovative team environment