Application Support Analyst - 24/7 On-Call | Salesforce

Dentsu Myco Services, Inc.; Makati; On-site; PHP 420,000 - 600,000; Full time

Job summary

Dentsu Myco Services, Inc. in Makati City, Philippines, is seeking a skilled Technical Support Specialist to provide troubleshooting for platforms and applications, guide customers on best practices, and coordinate ticket resolution with internal and vendor teams.

You will handle on-call rotations, manage knowledge bases, drive continuous service improvements, and ensure accurate backlog management while delivering excellent customer service.

Qualifications

• Fluent in English and able to communicate clearly with customers.
• Excellent organizational skills with strong attention to detail.
• Excellent communication and interpersonal skills in a fast-paced environment.
• Structured and analytical problem-solving abilities with a solution-focused mindset.
• Ability to work independently and collaboratively in a dynamic team.

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.
• 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.
• Strong customer service orientation.

Skills

English fluency

Communication

Interpersonal skills

Analytical problem-solving

Independent work

Team collaboration

Customer service

On-call support

Tools

Salesforce

Job description

Dentsu Myco Services, Inc. in Makati City, Philippines, is seeking a skilled Technical Support Specialist to provide troubleshooting for platforms and applications, guide customers on best practices, and coordinate ticket resolution with internal and vendor teams.

You will handle on-call rotations, manage knowledge bases, drive continuous service improvements, and ensure accurate backlog management while delivering excellent customer service.