Healthcare Tech Support Analyst (Hybrid)

Color Philippines; Taguig; Hybrid; PHP 350,000 - 650,000; Full time

Benefits offered by this job

Healthcare coverage day one

Dependent coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing in Taguig is seeking a Product Support Analyst to resolve customer queries, manage ticket lifecycles, and coordinate with engineering and product teams to drive reliable software experiences.

Responsibilities include diagnosing complex issues, documenting RCAs, and ensuring compliance with data security. The role offers a hybrid setup at GSC Tower, BGC Taguig with healthcare coverage and growth opportunities.

Qualifications

• 3+ years of customer-facing technical product or application support.
• Experience in healthcare payer, claims processing, or medical coding sectors is a plus.
• Ability to diagnose complex software errors under SLA constraints.
• Strong ticket lifecycle management and cross-functional teamwork.
• Excellent verbal and written communication for cross-department meetings and technical summaries.

Responsibilities

• Resolve complex application and technical queries from customers following SLA and quality metrics.
• Investigate data paths to find viable software solutions independently before escalating.
• Facilitate issue resolution meetings, coordinate resources, and document outcomes.
• Manage support ticket lifecycles across phone, portal, and email channels, maintaining ownership.
• Document root cause analyses and corrective actions for defects and system issues.
• Conduct regular outreach to assess software health and opportunities for service improvements.
• Report usage trends, feature requests, and vulnerabilities to engineering/product teams.
• Handle internal/external account administration with data security and compliance.

Skills

Customer-facing support

Ticket lifecycle management

Cross-functional collaboration

Technical troubleshooting

Verbal & written communication

Tools

CRM systems

Support ticketing tools

Job description

MicroSourcing in Taguig is seeking a Product Support Analyst to resolve customer queries, manage ticket lifecycles, and coordinate with engineering and product teams to drive reliable software experiences.

Responsibilities include diagnosing complex issues, documenting RCAs, and ensuring compliance with data security. The role offers a hybrid setup at GSC Tower, BGC Taguig with healthcare coverage and growth opportunities.