Application Support Analyst

dentsu; Philippines; On-site; PHP 420,000 - 660,000; Full time

Job summary

Merkle Philippines in Makati City is seeking a capable IT Support Specialist to provide technical support and troubleshooting for platform and application issues, ensuring timely resolution and high service quality.

You will collaborate with customers to share best practices, coordinate ticket resolution with internal and vendor teams, participate in 24x7 on‑call rotations, and contribute to knowledge management and continuous service improvements.

Qualifications

• Provide technical support and troubleshooting for platform and application issues.
• Coordinate ticket resolution with internal, external and vendors teams.
• Escalation Management and on-call rotations.
• Knowledge Management and knowledge base maintenance.

Responsibilities

• Provide technical support and troubleshooting for platform and application issues.
• Assist customers with best practices for effectively utilizing platforms and applications.
• Coordinate ticket resolution with internal, external and vendors teams.
• Escalation management and on-call rotations as needed.
• Knowledge management: create knowledge articles and maintain the knowledge base.
• Drive continuous service improvement to reduce incidents and their impacts.
• Manage overall tickets backlog.

Skills

Fluency in English

Communication skills

Organizational skills

Problem solving

Customer service

Multi-tasking

Teamwork

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