Application Support Analyst

Dentsu Myco Services, Inc.; Makati; On-site; PHP 420,000 - 600,000; Full time

Job summary

Dentsu Myco Services, Inc. in Makati City, Philippines, is seeking a skilled Technical Support Specialist to provide troubleshooting for platforms and applications, guide customers on best practices, and coordinate ticket resolution with internal and vendor teams.

You will handle on-call rotations, manage knowledge bases, drive continuous service improvements, and ensure accurate backlog management while delivering excellent customer service.

Qualifications

• Fluent in English and able to communicate clearly with customers.
• Excellent organizational skills with strong attention to detail.
• Excellent communication and interpersonal skills in a fast-paced environment.
• Structured and analytical problem-solving abilities with a solution-focused mindset.
• Ability to work independently and collaboratively in a dynamic team.

Responsibilities

• Provide technical support and troubleshooting for platform and application issues, ensuring timely resolution.
• Assist the customer providing guidance on best practices for utilizing platforms and applications effectively.
• Coordinate ticket resolution with internal, external and vendors teams.
• Escalation Management.
• Knowledge Management (Creation of knowledge articles and internal knowledge base maintenance).
• Continuous service improvement to reduce incidents and their impacts.
• Overall Tickets backlog management.
• Salesforce knowledge is a plus.
• Participate in 24X7 on-call rotations and provide after-hours support as needed.
• Strong customer service orientation.

Skills

English fluency

Communication

Interpersonal skills

Analytical problem-solving

Independent work

Team collaboration

Customer service

On-call support

Tools

Salesforce

Job description

Job Description:

• Provide technical support and troubleshooting for platform and application issues, ensuring timely resolution.
• Assist the customer providing guidance on best practices for utilizing platforms and applications effectively.
• Coordination of ticket resolution with internal, external and vendors teams.
• Escalation Management.
• Knowledge Management (Creation of knowledge articles and internal knowledge base maintenance).
• Continuous service improvement to reduce incidents and their impacts.
• Overall Tickets backlog management.
• Salesforce knowledge is a plus.
• Participate in 24X7 on-call rotations and provide after-hours support as needed.
• Excellent organizational skills and attention to detail.
• Excellent communication and interpersonal skills.
• Fluency in English Structured and analytical problem-solving and solution-identifying in complex environments.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Ability to multi-task and use good business judgement.
• Eagerness to learn and adapt to new technologies and processes.
• Strong customer service orientation.

Location: DGS Philippines - Makati City - RCBC Plaza

Brand: Merkle

Time Type: Full time

Contract Type: Permanent

About dentsu For over 120 years, innovation has been a core tenet of our offering - exploring new ways to reach, engage and nurture relationships with audiences. Together we drive a multiplier effect for clients at a global scale, through the development of Integrated Growth Solutions that are underpinned by our promise to clients: innovating to impact. Be a force for good. Sustainability is a vital part of our business and an important area of focus for our clients. We're leading the way - helping to build a more sustainable planet. Dream loud. In this moment of transformation, we need our people to be fearless, embracing change and ambiguity, driven by the love for our work and excitement for the future. Team without limits. We create opportunities for connection and collaboration between our colleagues and clients, building a sense of belonging and having some fun along the way. Find out more about us Who we are Our Social Impact Our work