App Support Specialist — Hybrid, Tier 1-2 & Data Quality

hammerjack Pty Ltd; Makati; Hybrid; PHP 480,000 - 640,000; Full time

Benefits offered by this job

Hybrid work environment

Barista coffee on-site

Complimentary meals weekly

Health coverage with dependents

Training and growth opportunities

Job summary

hammerjack Pty Ltd in the Philippines is seeking an Application Support Specialist to manage Tier 1/2 tickets for field technicians, office staff, and branch managers. You will troubleshoot platform issues, document resolutions, and train users to ensure smooth operations.

Join a hybrid team with on-site days in Makati and regular collaboration with clients in Australia. Strong communication and data quality focus are essential for timely issue resolution and process improvement.

Qualifications

• 1–3 years of direct ServiceTitan experience in a field, office, administrative, or support capacity.
• Demonstrated ability to navigate job management, dispatch, invoicing, reporting, and mobile workflows.
• Strong written and verbal communication, with the ability to explain technical issues clearly to non-technical users.
• High attention to detail and confidence working with data quality, configuration, and process documentation.
• Ability to manage multiple open tickets, assess urgency and impact, and prioritize effectively.
• ServiceTitan Certified Technician or Certified Admin credential is preferred.
• Experience in home services operations, including HVAC, plumbing, electrical, or similar trades, is advantageous.
• Exposure to Sage Intacct, accounting reconciliation, or data-export workflows is desirable.
• Previous experience in a help desk, technical support, application support, or platform administration role is preferred.

Responsibilities

• Own the Support Queue: Monitor, triage, prioritize, and resolve Tier 1 and Tier 2 tickets within defined SLAs across all branches and business units.
• Troubleshoot Platform Issues: Resolve common user-access, job, dispatch, invoicing, reporting, mobile-app, and workflow issues.
• Escalate with Context: Route complex or platform-level matters to the appropriate lead with screenshots, impact details, and troubleshooting steps already completed.
• Document Solutions: Record clear, step-by-step ticket resolutions and help maintain internal how-to guides, quick-reference materials, and training resources.
• Support Users: Assist with account provisioning, permissions, mobile-app setup, onboarding, and short individual or group training sessions.
• Maintain Configuration: Complete approved updates to price books, service and job types, estimate templates, dispatch boards, and related settings under guidance.
• Protect Data Quality: Audit records for duplicates, orphaned jobs, miscategorized transactions, and reporting inaccuracies, then correct or elevate findings.
• Coordinate Across Teams: Work with dispatch, accounting, field operations, and branch stakeholders on issues involving payroll, job costing, invoicing, and service delivery.
• Drive Continuous Improvement: Participate in regular platform reviews, identify recurring issues, and recommend permanent fixes or process improvements.

Skills

Ticket management

Data quality

Strong communication

Cross-functional coordination

Troubleshooting

ServiceTitan experience

Training and onboarding

Tools

ServiceTitan

Job description

hammerjack Pty Ltd in the Philippines is seeking an Application Support Specialist to manage Tier 1/2 tickets for field technicians, office staff, and branch managers. You will troubleshoot platform issues, document resolutions, and train users to ensure smooth operations.

Join a hybrid team with on-site days in Makati and regular collaboration with clients in Australia. Strong communication and data quality focus are essential for timely issue resolution and process improvement.