First-Line SaaS Support Engineer

AMCS Group; Cebu City; Hybrid; PHP 360,000 - 600,000; Full time

Benefits offered by this job

Health insurance for dependents

Hybrid work setup

Shuttle service

On-site food and coffee

Allowances

25 days of leave

Learning platform access

Job summary

AMCS Group in Cebu is seeking a motivated Global Customer Support professional to provide first line support for our cloud-based software solutions. You will intake, assign, and monitor assorted customer requests and issues while maintaining quality standards in a dynamic team environment.

You bring strong customer-facing experience, excellent communication skills, and a solid grasp of SQL, Azure, and SaaS support. A hybrid work setup and ongoing learning opportunities are provided.

Qualifications

• Experience in a customer facing role is essential.
• Excellent written and verbal communication skills.
• Ability to tailor communication to different audiences (SuperUser, IT, C-Level).
• Strong understanding of Microsoft Office Suite.
• Good understanding of Cloud Computing (Azure) or other SaaS software support.
• Ability to manage multiple workstreams and prioritize in a fast-paced environment.
• Excellent analytical skills and quick learning ability.

Responsibilities

• Provide first line support to customers and ensure calls meet quality standards.
• Address and resolve incoming questions and incidents from end users.
• Document all pertinent customer and case information in the CRM.
• Perform root-cause analysis on recurring issues.
• Record, track, and document problem-solving steps.
• Test fixes and follow up to ensure resolution.
• Manage client issue calls and provide status updates across a portfolio.

Skills

Customer-facing

Independent worker

Relentless follow up

Excellent communication

Azure / SaaS familiarity

SQL knowledge

Multi-tasking

Analytical skills

Education

Bachelor’s degree in IT/CS/Engineering

Tools

Azure Portal

Crystal Reports

ERP software

CRM systems

Job description

AMCS Group in Cebu is seeking a motivated Global Customer Support professional to provide first line support for our cloud-based software solutions. You will intake, assign, and monitor assorted customer requests and issues while maintaining quality standards in a dynamic team environment.

You bring strong customer-facing experience, excellent communication skills, and a solid grasp of SQL, Azure, and SaaS support. A hybrid work setup and ongoing learning opportunities are provided.