Customer Support Analyst (Agribusiness)

MicroSourcing; Manila; On-site; PHP 380,000 - 580,000; Full time

Benefits offered by this job

Competitive rewards

Collaborative culture

Work-Life harmony

Career growth

Inclusive team

Job summary

MicroSourcing is seeking a Customer Support Analyst (Agribusiness) to deliver advanced technical support for ERP systems and data setup. You will investigate complex issues, document findings, and escalate critical tickets to the development team while logging customer activity in Salesforce and supporting software releases.

The role requires ERP/CRM proficiency, strong communication skills, and a customer-first mindset.

Qualifications

• Bachelor’s degree with 2 years of experience OR an Associate/Technical Certification with 4 years of related experience.
• Accounting foundation: previous experience or formal education in financial accounting is essential for managing ERP data structures.
• System expertise: prior experience with ERP solutions or agricultural retail operations.
• Communication mastery: proven ability to present technical concepts clearly to customers and internal stakeholders.
• Technical savvy: proficiency in using CRM tools (Salesforce) and navigating complex data-heavy troubleshooting environments.

Responsibilities

• Provide advanced technical support for MerchantAg and VanguardAg ERP solutions, focusing on application functionality and data setup.
• Investigate and troubleshoot diverse system issues, developing persistent steps to remedy technical concerns.
• Document software issues thoroughly and elevate high-priority tickets to the Business Management development team.
• Log all real-time customer activity and interactions in Salesforce CRM, ensuring adherence to SLAs.
• Support the release cycle by participating in product testing and staying current on new software releases.
• Maintain Safe Custody of documentation and share knowledge through team training and user guides.

Skills

ERP experience

CRM tools

Analytical mindset

Communication skills

Technical troubleshooting

Customer-first mindset

Education

Bachelor’s degree + 2 years experience

Associate/Technical Certification + 4 years experience

Tools

Salesforce

Job description

Position

Customer Support Analyst (Agribusiness)

Work setup & shift

Remote | Night Shift

Why join MicroSourcing

• Competitive Rewards: above-market compensation, day‑one healthcare coverage (including dependents), paid time‑off with cash conversion, group life insurance, and performance bonuses.
• Collaborative Spirit: participate in company‑sponsored events and activities to foster a positive, engaging work environment.
• Work‑Life Harmony: flexible arrangements to balance work and life.
• Career Growth: continuous learning and advancement opportunities.
• Inclusive Teamwork: diverse and inclusive culture that celebrates differences.

Your role

• Provide advanced technical support for the MerchantAg and VanguardAg ERP solutions, focusing on application functionality and complex data setup.
• Investigate and troubleshoot diverse system issues, developing logical, persistent steps to remedy technical concerns and find permanent solutions.
• Document software issues thoroughly and elevate high‑priority tickets to the Business Management development team.
• Log all real‑time customer activity and interactions in Salesforce CRM, ensuring adherence to strict service‑level commitments.
• Support the release cycle by participating in product testing and staying current on new software releases and client communications.
• Maintain “Safe Custody” of documentation and share knowledge through team training and user guides to improve service quality.

What you need

Non‑negotiables

• Bachelor’s degree with 2 years of experience OR an Associate’s/Technical Certification with 4 years of related experience.
• Accounting foundation: previous experience or formal education in financial accounting is essential for managing ERP data structures.
• System expertise: prior experience with Enterprise Resource Planning (ERP) solutions or agricultural retail operations.
• Communication mastery: proven ability to present technical concepts clearly and articulately to customers and internal stakeholders.
• Technical savvy: proficiency in using CRM tools (Salesforce) and navigating complex, data‑heavy troubleshooting environments.

Preferred skills/expertise

• Direct experience with MerchantAg or VanguardAg software platforms.
• A deep “Customer First” orientation with a track record of acting as a “trusted advisor” to clients.
• Analytical mindset with high attention to detail, capable of combining facts with likely possibilities to resolve issues.
• Experience in the agriculture industry, specifically understanding the unique workflows of retailers and growers.
• Proven ability to thrive in a collaborative environment, managing relationships across internal departments and cross‑functional teams.