Client-Focused Application Support Analyst

ibex; Mandaluyong; On-site; PHP 446,000 - 781,000; Full time

Job summary

ibex is seeking an Application Support Analyst to join our Support team, focusing on delivering exceptional client service in the North America region. You will acknowledge support cases, respond professionally, own tickets through resolution, and collaborate with internal teams to push issues to resolution while meeting SLAs.

The role may require after-hours work on occasion. You'll help develop and maintain knowledgebase articles and strive for outstanding customer satisfaction through

Qualifications

• Excellent written and verbal communication for diverse audiences.
• Strong interpersonal skills to build relationships with media contacts, stakeholders and internal teams.
• Strategic thinking to develop effective communication plans aligned with business objectives.
• Creative and innovative mindset to develop unique communication strategies.
• Experience in public relations and/or corporate communications, with a track record of developing and executing successful PR strategies.
• Prior experience in the financial services, capital markets, or related industries is highly preferred, with an understanding of industry-specific regulations, trends, and key stakeholders.
• Hands-on, proactive, and execution-focused; a "doer" who takes initiative and drives projects to completion.

Responsibilities

• The primary duty of the Application Support Analyst is troubleshooting client issues through to resolution, where additional assistance is required ensuring issues are escalated with all the relevant details to ensure quick resolution to defects in the solution
• Owning tickets through to resolution, ensuring escalations are addressed and defects resolved.
• Being the voice of the client when working within organization.
• Embedding a culture of ownership in which the delivery of consistently high-quality support is at the forefront of organizational values.
• Managing client expectations while working to contractual SLAs and prioritizing issues accordingly.
• Assist in developing and maintaining internal and external knowledgebase articles.

Job description

ibex is seeking an Application Support Analyst to join our Support team, focusing on delivering exceptional client service in the North America region. You will acknowledge support cases, respond professionally, own tickets through resolution, and collaborate with internal teams to push issues to resolution while meeting SLAs.

The role may require after-hours work on occasion. You'll help develop and maintain knowledgebase articles and strive for outstanding customer satisfaction through