Application Support Analyst

MicroSourcing; Manila; On-site; PHP 300,000 - 420,000; Full time

Job summary

MicroSourcing is seeking an Application Support Analyst to triage and resolve issues related to the Homecare Homebase EMR application. You will support local and remote end users via email, phone, and ticketing systems, and assist with configuration, testing, and training.

The role requires a bachelor’s degree in CS/IT (or 1 year related experience), strong English communication, and the ability to work on-site in Pasay during night shifts.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field (or 1 year Home Health ops experience).
• Proficient with Microsoft Office and Windows OS.
• Experience with Home Health/Hospice software is a plus.
• Excellent English communication (written and spoken).
• Ability to provide professional phone/online support and clear user communication.
• Strong troubleshooting and analytical skills.

Responsibilities

• Triage incoming support tickets and provide timely resolution for Homecare Homebase EMR issues.
• Provide technical support to local and remote end users via email, phone, and ticketing systems.
• Troubleshoot software errors and user issues, escalating complex items to senior teams or vendors as needed.
• Manage application users: provisioning, roles/access changes, password resets.
• Test software functionality before/after upgrades and configurations.
• Maintain accurate knowledge base and user support materials.
• Assist in software configuration and system setup as directed by supervisor.
• Facilitate software training and identify training opportunities.
• Stay updated on software releases and changes to ensure effective support.
• Collaborate with supervisors, peers, vendors, and stakeholders to resolve issues.
• Participate in on-call support and other duties as required.

Skills

English communication

Problem solving

Under pressure

On-call readiness

Team collaboration

Education

Bachelor's degree in Computer Science/Information Technology or related field

1 year Home Health operations experience in lieu of a degree

Tools

Microsoft Office Suite

Windows OS

Home Health/Hospice software

Job description

Discover your 100% YOU with MicroSourcing!

Position: Application Support Analyst

Location: Mall of Asia, Pasay

Work setup & shift: Onsite | Night Shift

Why join MicroSourcing?

You’ll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role

As an Application Support Analyst, you will:

• Triage incoming support tickets and provide timely resolution for issues related to the Homecare Homebase EMR application.
• Provide effective technical support to local and remote end users through email, phone, and ticketing systems.
• Troubleshoot software errors and user issues, escalating complex concerns to senior support teams or third-party vendors when necessary.
• Manage application users, including account provisioning, role and access changes, and password resets.
• Test software functionality before and after upgrades, enhancements, configuration changes, and issue resolution.
• Maintain accurate documentation, knowledge base articles, how-to guides, and user support materials.
• Assist in software configuration and system setup as directed by the supervisor.
• Participate in and facilitate software training sessions and identify opportunities for additional user training.
• Stay updated on software releases, updates, and changes to ensure effective end-user support.
• Collaborate with supervisors, peers, vendors, and other stakeholders to investigate and resolve application issues.
• Participate in on-call support and other duties as required.

What You Need

Non-negotiables

• Bachelor's degree in Computer Science, Information Technology, or a related business field; or at least 1 year of documented Home Health operations experience in lieu of a degree.
• Working knowledge of Microsoft Office Suite and Windows-based operating systems.
• Working knowledge of Home Health/Hospice operational software is preferred.
• Strong understanding of information systems, software applications, and basic computer support and troubleshooting.
• Excellent English communication skills, both written and verbal.
• Ability to provide professional phone and online support and communicate clearly with users.
• Strong problem-solving, analytical, and logical reasoning skills.
• Ability to work effectively under pressure, manage changing priorities, and work with minimal supervision.
• Strong attention to detail and ability to manage tasks with frequent interruptions.
• Willingness to participate in on-call support as required.

Preferred Skills/expertise

• Experience supporting EMR or business applications, particularly Home Health/Hospice systems.
• Experience providing end-user software support through ticketing systems.
• Experience creating user guides, how-to documentation, and training materials.
• Experience facilitating software training or presentations for end users.
• Knowledge of user security, file structures, and general Windows navigation.
• Experience with software testing, configuration, upgrades, and issue replication.
• Strong interpersonal, coaching, and mentoring skills.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan - it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%.

For more information, visit https://www.microsourcing.com/

Terms & conditions apply