Application Support Analyst

Hammerjack Pty Ltd; Philippines; On-site; PHP 300,000 - 420,000; Full time

Benefits offered by this job

Healthcare coverage from day one

Bonuses and performance incentives

Paid time off with cash conversion

Group life insurance

Career growth opportunities

Inclusive team culture

Job summary

MicroSourcing is hiring an Application Support Analyst to triage and resolve issues on the Homecare Homebase EMR application. You’ll support local and remote users via email, phone and ticketing systems, while maintaining documentation and assisting in configuration tasks.

The role requires a degree or relevant Home Health ops experience, strong English communication, and the ability to handle pressure with accuracy. Onsite night shifts in Pasay offer robust benefits and growth.

Qualifications

• Bachelor's degree or 1 year Home Health ops experience in lieu of degree.
• Proficient in Microsoft Office; Windows OS knowledge.
• Experience with Home Health/Hospice software preferred.
• Strong communication, troubleshooting, and documentation skills.

Responsibilities

• Triage support tickets and resolve issues for Homecare EMR app.
• Provide end-user support via email, phone, and ticketing systems.
• Troubleshoot software errors and escalate when needed.
• Manage user provisioning, roles, access, and passwords.
• Test functionality before/after upgrades and changes.
• Maintain knowledge base, guides, and training materials.
• Assist in software configuration and system setup.
• Lead/participate in software training sessions.
• Stay updated on releases and changes for effective support.
• Collaborate with stakeholders to resolve issues and participate in on-call duties.

Skills

English communication

Problem solving

Attention to detail

On-call readiness

Interpersonal skills

Work under pressure

Education

Bachelor's degree in Computer Science / IT or related field

Tools

Microsoft Office Suite

Windows operating systems

Home Health/Hospice software

Job description

Position: Application Support Analyst

Location: Mall of Asia, Pasay

Work setup & shift: Onsite | Night Shift

Why join MicroSourcing

• 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

• 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/

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