Application Support Analyst

ibex; Mandaluyong; On-site; PHP 446,000 - 781,000; Full time

Job summary

ibex is seeking an Application Support Analyst to join our Support team, focusing on delivering exceptional client service in the North America region. You will acknowledge support cases, respond professionally, own tickets through resolution, and collaborate with internal teams to push issues to resolution while meeting SLAs.

The role may require after-hours work on occasion. You'll help develop and maintain knowledgebase articles and strive for outstanding customer satisfaction through

Qualifications

• Excellent written and verbal communication for diverse audiences.
• Strong interpersonal skills to build relationships with media contacts, stakeholders and internal teams.
• Strategic thinking to develop effective communication plans aligned with business objectives.
• Creative and innovative mindset to develop unique communication strategies.
• Experience in public relations and/or corporate communications, with a track record of developing and executing successful PR strategies.
• Prior experience in the financial services, capital markets, or related industries is highly preferred, with an understanding of industry-specific regulations, trends, and key stakeholders.
• Hands-on, proactive, and execution-focused; a "doer" who takes initiative and drives projects to completion.

Responsibilities

• The primary duty of the Application Support Analyst is troubleshooting client issues through to resolution, where additional assistance is required ensuring issues are escalated with all the relevant details to ensure quick resolution to defects in the solution
• Owning tickets through to resolution, ensuring escalations are addressed and defects resolved.
• Being the voice of the client when working within organization.
• Embedding a culture of ownership in which the delivery of consistently high-quality support is at the forefront of organizational values.
• Managing client expectations while working to contractual SLAs and prioritizing issues accordingly.
• Assist in developing and maintaining internal and external knowledgebase articles.

Job description

Clients are at the heart of what we do so we have created a new position within the Support team to ensure sufficient focus and attention is provided for this critical team as we grow. As one of our first Application Support Analysts in the North America region, you will be on the front line, ensuring our clients receive the exceptional service they have come to expect from the organization.

This position will be responsible for acknowledging support cases raised by our clients, responding in a timely, professional manner and will own the case through its life cycle, troubleshooting and resolving issues where possible. You will work with other members of Support and the wider organization to ensure timely responses and resolutions to tickets raised. The role will involve working outside of normal business hours and weekend on exception.

In addition to supporting clients, this role will be required to work with internal departments to ensure tickets are pushed through to resolution when passed on. As an organization we recognize that delivering exceptional customer support is key to our ongoing success and brand value and therefore see this role as critical to the business.

Responsibilities

• The primary duty of the Application Support Analyst is troubleshooting client issues through to resolution, where additional assistance is required ensuring issues are escalated with all the relevant details to ensure quick resolution to defects in the solution
• Owning tickets through to resolution, ensuring escalations are addressed and defects resolved.
• Being the voice of the client when working within organization.
• Embedding a culture of ownership in which the delivery of consistently high-quality support is at the forefront of organizational values.
• Managing client expectations while working to contractual SLAs and prioritizing issues accordingly.
• Assist in developing and maintaining internal and external knowledgebase articles.

Qualifications

• Excellent written and verbal communication skills, with the ability to craft compelling messages for diverse audiences.
• Strong interpersonal skills to build and maintain relationships with media contacts, stakeholders, and internal teams.
• Strategic thinking to develop effective communication plans aligned with business objectives.
• Creative and innovative mindset to develop unique communication strategies.
• Experience in public relations and/or corporate communications, with a track record of developing and executing successful PR strategies.
• Prior experience in the financial services, capital markets, or related industries is highly preferred, with an understanding of industry-specific regulations, trends, and key stakeholders.
• Hands-on, proactive, and execution-focused; a "doer" who takes initiative and drives projects to completion.