Application Support Analyst

IBEX Global Solutions (Philippines) Inc.; Mandaluyong; On-site; PHP 300,000 - 540,000; Full time

Job summary

IBEX Global Solutions (Philippines) Inc. seeks an Applications Support Analyst to join our North America support team. You will acknowledge client cases, respond professionally, and own tickets through resolution while troubleshooting issues and coordinating with internal groups.

You’ll work to exceed contractual SLAs, build knowledgebase articles, and represent the voice of the client within the organization, contributing to our commitment to exceptional service and brand value.

Qualifications

• Excellent written and verbal communication skills.
• Strong interpersonal skills to build and maintain relationships with stakeholders.
• Strategic thinking to develop effective communication plans.
• Creative and innovative mindset for communication strategies.
• Experience in public relations and/or corporate communications.
• Prior experience in financial services or related industries preferred.
• Hands-on, proactive, execution-focused; a “doer” who drives projects to completion.

Responsibilities

• Troubleshoot client issues and own tickets through to resolution.
• Escalate defects with full details to drive quick fixes.
• Be the voice of the client within the organization.
• Embed ownership culture with high-quality support.
• Manage client expectations while meeting SLAs.
• Assist in developing and maintaining knowledgebase articles.

Skills

Excellent written and verbal comms

Interpersonal skills

Strategic communication planning

Creative and innovative mindset

Public relations/corporate comms exp

Financial services familiarity

Proactive execution and ownership

Job description

Overview

Application Support Analyst

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

Key Responsibility

• 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

Skills and Experience

• 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.