Application Support

The Queen City Food Chain, Inc. (Dunkin Donuts-Cebu); Mandaluyong; On-site; PHP 469,000 - 670,000; Full time

Job summary

The Queen City Food Chain, Inc. (Dunkin Donuts-Cebu) is seeking an IT Support Analyst to maintain web and mobile applications for Dunkin' PH. You will provide timely help via email, web, and phone, assist with integrations, and coordinate store-level support.

You will document issues, resolutions, and specs, generate regular reports, and work with internal teams and vendors to prioritize enhancements and scale user education.

Qualifications

• Bachelor’s degree in Computer Science, MIS, or related discipline.
• 2–3 years of experience in business analysis, application support, or related IT roles.
• Knowledgeable in programming languages: JavaScript, PHP, HTML, and CSS.
• Good understanding of SQL.
• Working knowledge of incident management and escalation procedures.
• Familiarity with Google Workspace.
• Hands-on experience with Freshworks ticketing system.
• Excellent verbal and written communication skills across technical teams and business stakeholders.

Responsibilities

• Support, maintain, and ensure the smooth functionality of web-based and mobile applications for Dunkin' PH (both in-house and outsourced).
• Provide timely and accurate email, web, and phone support to GDI users, assisting with systems integrations and managing coordination for store-level support.
• Create and maintain documentation for issues, resolutions, and technical specs. Prepare regular activity reports while handling multiple applications simultaneously.
• Partner closely with internal teams, third-party partners, and software developers to troubleshoot platform issues, prioritize enhancements, and execute system integrations.
• Prepare maintenance plans and upgrade schedules for company systems. Identify opportunities to improve the Business Application support model and scale user education.
• Provide continuous guidance, support, and re-training to users whenever needed.

Skills

JavaScript

PHP

HTML

CSS

SQL

Google Workspace

Incident management

Documentation

Communication

Prioritization

Education

Bachelor’s degree in Computer Science, MIS, or related discipline

Tools

Freshworks

Job description

Job Description

• Support, maintain, and ensure the smooth functionality of web-based and mobile applications for Dunkin' PH (both in-house and outsourced).

• Provide timely and accurate email, web, and phone support to GDI users, assisting with systems integrations and managing coordination for store-level support.

• Create and maintain documentation for issues, resolutions, and technical specs. Prepare regular activity reports while handling multiple applications simultaneously.

• Partner closely with internal teams, third-party partners, and software developers to troubleshoot platform issues, prioritize enhancements, and execute system integrations.

• Prepare maintenance plans and upgrade schedules for company systems. Identify opportunities to improve the Business Application support model and scale user education.

• Provide continuous guidance, support, and re-training to users whenever needed.

• Bachelor’s degree in Computer Science, Management Information Systems, or any related discipline.

• 2–3 years of experience in business analysis, application support, or related IT roles.

• Knowledgeable in programming languages: JavaScript, PHP, HTML, and CSS.

• Good understanding of Structured Query Language (SQL).

• Working knowledge of web platform development software and IT management software.

• Hands-on experience with incident management procedures, escalation processes, and solving application issues.

• Strong critical thinking, customer service mindset, patience, listening skills, and the ability to explain complex technical ideas to non-technical users.

• Ability to prioritize tasks effectively and manage changing priorities in a fast-paced environment.

• Proficiency in the Google Workspace environment.

• Familiarity with the Freshworks ticketing system.

• Excellent verbal and written communication skills across technical teams and business stakeholders.