Hybrid SaaS Support Engineer — Global Impact

AMCS Group; Hinoba-an; Hybrid; PHP 600,000 - 800,000; Full time

Benefits offered by this job

Hybrid working model

Day 1 healthcare coverage

25 annual leave days

Transportation shuttle service

Free onsite meals and coffee

Wellbeing allowances and benefits

Continuous learning and development

Job summary

AMCS Group is seeking a Software Support Engineer to be the first point of contact for customers using our cloud-based SaaS platform. You will troubleshoot issues, answer questions, and help customers get the most value from our solutions in a fast-paced environment.

You’ll combine technical troubleshooting with strong communication to deliver an exceptional customer experience, guided by AMCS quality standards and KPI targets.

Qualifications

• Experience in a customer facing role is essential.
• You can operate independently as well as in a team.
• You have excellent communication skills (written as well as spoken).
• You can tailor communication based on the audience (SuperUser, IT, C-Level).
• Strong understanding of Microsoft Office Suite.
• Good understanding of Cloud Computing (Azure) or other SaaS support.
• You can manage multiple workstreams and prioritize in a fast-paced environment.
• You have excellent analytical skills.
• You are customer focused.

Responsibilities

• Provide first line support to customers and ensure calls meet AMCS Quality standards and KPIs.
• Address and resolve incoming application questions and incidents from end users.
• Document end user information and support case details in the CRM database.
• Perform root-cause analysis on recurring system issues.
• Record, track, and document the problem-solving process.
• Test fixes and follow up to ensure adequate resolution of issues.
• Manage client issue calls and provide status updates across a portfolio.

Skills

Customer facing

Independent / team

Excellent communication

Audience-aware communication

Microsoft Office Suite

Cloud Computing (Azure) / SaaS support

SQL databases

Analytical skills

Customer focus

Education

Bachelor’s degree in Information Technology, Computer Science, Computer Engineering or equivalent

Tools

SQL Database

Azure Portal

Grafana

Job description

AMCS Group is seeking a Software Support Engineer to be the first point of contact for customers using our cloud-based SaaS platform. You will troubleshoot issues, answer questions, and help customers get the most value from our solutions in a fast-paced environment.

You’ll combine technical troubleshooting with strong communication to deliver an exceptional customer experience, guided by AMCS quality standards and KPI targets.