Hybrid Product Support Analyst - Impactful Tech Solutions

MicroSourcing International; Taguig; Hybrid; PHP 446.000 - 725.000; Vollzeit

Benefits dieser Stelle

Healthcare coverage on day one

Performance bonuses

Paid time-off with cash conversion

Flexible work arrangements

Career growth opportunities

Zusammenfassung

MicroSourcing in Taguig is seeking a Product Support Analyst to handle complex customer queries, investigate issues, and drive resolutions in a hybrid setup. You will coordinate with engineering and product teams, manage ticket lifecycles across multiple channels, and deliver clear RCA documentation to prevent recurrence.

Ideal candidates bring 3+ years of customer-facing technical support experience, healthcare payer sector exposure, and strong communication skills to collaborate across

Qualifikationen

• Minimum 3 years of customer-facing technical product or application support.
• Experience in healthcare payer, claims processing, or medical coding sectors.
• Ability to investigate and diagnose complex software errors under SLA metrics.
• Strong ticket lifecycle management and cross-functional collaboration.
• Excellent verbal and written communication for cross-departmental meetings.

Aufgaben

• Resolve complex application and technical customer queries within SLAs.
• Investigate data paths for viable software solutions before escalation.
• Facilitate issue-resolution meetings and distribute minutes.
• Manage support tickets across phone, portal, and email; own lifecycle.
• Document RCA and corrective actions for defects.
• Conduct regular voice-to-voice outreach to assess software health.
• Report usage trends, feature requests, and vulnerabilities to Eng/Prod.
• Process account administration requests with data security compliance.

Kenntnisse

Customer-facing support

Technical troubleshooting

Cross-functional collaboration

SLA adherence

Tools

Ticketing systems

CRM platforms

Jobbeschreibung

MicroSourcing in Taguig is seeking a Product Support Analyst to handle complex customer queries, investigate issues, and drive resolutions in a hybrid setup. You will coordinate with engineering and product teams, manage ticket lifecycles across multiple channels, and deliver clear RCA documentation to prevent recurrence.

Ideal candidates bring 3+ years of customer-facing technical support experience, healthcare payer sector exposure, and strong communication skills to collaborate across