Application Support Analyst

Dentsu Aegis Network Ltd.; Philippines; On-site; PHP 320,000 - 520,000; Full time

Job summary

Dentsu Aegis Network Ltd. in Makati City, Philippines seeks a dedicated technical support professional to provide platform and application troubleshooting, guidance on best practices, and effective ticket coordination.

The role involves on-call rotations, escalation management, and knowledge management to reduce incidents and improve service delivery. The ideal candidate demonstrates strong English communication, organizational skills, and the ability to work independently in a fast-paced

Qualifications

• Proven experience in technical support or similar roles.
• Strong troubleshooting and problem-solving in complex environments.
• Excellent communication and customer service orientation.
• Ability to work independently and in a fast-paced environment.
• Experience with ticketing systems; Salesforce knowledge a plus.

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; manage escalation process.
• Maintain and create knowledge articles; contribute to internal knowledge base.
• Drive continuous service improvement to reduce incidents and their impacts and manage the ticket backlog.
• Participate in 24x7 on-call rotations and provide after-hours support as needed.

Skills

Technical support

Troubleshooting

Fluent English

Customer service

Communication skills

Multi-tasking

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.

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