Product Solutions Analyst - B2C (ELI0001)

Role: Product Solutions Analyst, B2C Work Set-Up: WFH, Night Shift, Weekdays Off About Us hammerjack connects skilled professionals in the Philippines with growing businesses across Australia and beyond. The focus is simple: build teams that work as true extensions of their clients through the right people, clear systems, and consistent delivery. Recognition over the past few years reflects that approach. hammerjack has been named among the Fortune 100 Best Workplaces in Southeast Asia and ranked 8 th Best Workplace in the Philippines, reinforcing the kind of environment being built for both clients and employees. Our Impact Teams are embedded, not outsourced in the traditional sense. That means aligned tools, shared expectations, and real accountability. The result is work that moves at the same pace and standard as onshore teams. Across accounting, tech, admin, and marketing roles, professionals are contributing directly to business outcomes while building long-term careers. About The Role The end-user team is a subject-matter expert responsible for resolving issues and answering questions for our platform's end users as they go through some of life’s most critical moments. Whether it is applying for a new apartment, moving into a new home, renewing a lease, or finding rent payment solutions that fit their financial needs. Our AI system addresses its baseline issues, and our product solutions analysts help troubleshoot when a human touch is needed. Our analysts possess in-depth product knowledge and are extremely self-sufficient in troubleshooting issues, working directly with engineering, product, and other internal teams to ensure their experience is seamless. Key Responsibilities Provide tier 1 and tier 2 technical support to clients via Zendesk, our ticketing system, within pre-defined SLAs and handling times Investigate, troubleshoot, and fix complex technical issues and escalate to appropriate internal teams when necessary Maintain clear documentation and communication with internal teams throughout the support lifecycle, and approach each interaction with a customer-obsessed mindset Collaborate with the Solutions team to relay user feedback, identify recurring issues, run audits, and contribute to product improvements Maintain and update internal knowledge base articles, FAQs, and user guides to enhance self-service support options and reduce incoming ticket volume Run Quality Assurance check on our Support AI Chatbot and provide ongoing coaching to ensure proper responses for issue resolution Requirements 1-2 years in a Customer Support Analyst or Product Solutions role or equivalent role is a plus Bachelor's Degree in Information Technology, Computer Science, or related fields Experience with support software (e.g., Zendesk, Intercom, Linear) Data analysis skills and software (e.g., SQL, Hex, Datadog, Tableau) Demonstrated technical proficiency, such as a computer science or data science degree, bootcamp certificate, or previous work experience in a technical role Bias towards data-driven decision-making and analytical skills Strong written and verbal communication skills An interest in serving users going through life’s most critical moments Willingness to work during evening or weekend shifts Nice to haves include Computer Science degree, bootcamp certificate, or equivalent Experience building projects using low-code / no-code tools such as Retool Advanced knowledge of Google Sheets or Excel Familiarity with DataDog or other similar event-logging software Familiarity with Postman or other API testing tools Familiarity with Reporting tools such as Tableau Experience writing SQL queries What’s in It for You Flexibility: Work hybrid with options across Makati and Pampanga, aligned to day shift roles with Australian clients. Workspaces that Work: Modern offices designed for focus, collaboration, and real productivity. Coffee and After-Hours Drinks: Barista coffee on demand and a café bar to unwind after work. Meals Covered: Complimentary meals once a week on your onsite day. Health Coverage from Day One: Includes dependent options, so you’re covered from the start. Competitive Compensation: Transparent salary packages with direct client involvement. Career Growth: Ongoing training and real opportunities to step into bigger roles. Recognised Workplace: Part of a team ranked 8 th Best Workplace in the Philippines and recognised among Fortune Best Workplaces in Southeast Asia. Supportive Team Environment: Work with people who are easy to work with, reliable, and invested in doing good work. Global Exposure: Work directly with international clients and be part of how teams scale globally.