Global Product Support Analyst - Triage & Escalations

GECO Asia Pte Ltd; Iloilo City; Vor Ort; PHP 357.000 - 580.000; Vollzeit

Zusammenfassung

GECO Philippines, part of the GECO Asia Group, seeks a detail-oriented Product Support Analyst (Fresh Grad - Mid Level) to join our offshore UK/Poland project operations in Iloilo City. You will triage tickets, perform initial investigations, and collaborate with product teams to drive timely resolutions.

The role requires strong analytical skills, a degree in IT/CS/Math/Science/Engineering/Analytics, and good English communication.

Qualifikationen

• Must hold a degree in Information Technology, Computer Science, Mathematics, Science, Engineering, Business Analytics, or any related discipline.
• Strong analytical and problem-solving skills with keen attention to detail.
• Ability to interpret logs, error messages, and system behaviors to inform triage decisions in XML, JSON, VBScript.
• Experience using ticketing systems such as Jira or ServiceNow, and familiarity with escalation workflows.
• Proficient in both written and spoken English (minimum B2 level).
• Excellent English communication skills and ability to collaborate effectively with remote teams.
• Self-motivated and capable of managing a high-volume ticket queue independently.
• Willingness to work shift hours to ensure overlap with UK business operations.

Aufgaben

• Review and triage incoming tickets from the refer queue, ensuring proper categorization and prioritization.
• Conduct initial investigations using internal tools, system logs, and documentation to determine appropriate next steps.
• Provide preliminary technical analysis and clarification to minimize unnecessary escalations.
• Collaborate closely with product teams, QA, and developers to facilitate timely and accurate issue resolution.
• Maintain clear, detailed ticket notes to support downstream teams and ensure full traceability.
• Identify recurring issues and contribute to root cause analysis and process improvement initiatives.
• Support internal documentation efforts by contributing to knowledge bases and triage guides.

Kenntnisse

Analytical thinking

Problem solving

English communication

Jira

ServiceNow

Log interpretation

Team collaboration

Ausbildung

IT/CS/Math/Science/Engineering/Business Analytics degree

Tools

Jira

ServiceNow

Jobbeschreibung

GECO Philippines, part of the GECO Asia Group, seeks a detail-oriented Product Support Analyst (Fresh Grad - Mid Level) to join our offshore UK/Poland project operations in Iloilo City. You will triage tickets, perform initial investigations, and collaborate with product teams to drive timely resolutions.

The role requires strong analytical skills, a degree in IT/CS/Math/Science/Engineering/Analytics, and good English communication.