Platform & App Tech Support – 24/7 On-Call

Merkle Schweiz; Southern Manila District; On-site; PHP 300,000 - 550,000; Full time

Job summary

DGS Philippines in Makati City is seeking an experienced IT Support Specialist to provide technical support and troubleshooting for platform and application issues, ensuring timely resolution.

You will coordinate ticket resolution with internal and external teams, create knowledge articles, participate in 24x7 on-call rotations, and help reduce incidents through continuous service improvement. Fluency in English and strong communication are essential for this fast-paced environment.

Qualifications

• Provide technical support and troubleshooting for platform and application issues, ensuring timely resolution.
• Assist the customer providing guidance on best practices for utilizing platforms and applications effectively.
• Coordination of ticket resolution with internal, external and vendors teams.
• Knowledge Management (Creation of knowledge articles and internal knowledge base maintenance).
• Continuous service improvement to reduce incidents and their impacts.
• Overall Tickets backlog management.
• Salesforce knowledge is a plus.
• Participate in 24X7 on-call rotations and provide after-hours support as needed.
• Excellent organizational skills and attention to detail.
• Excellent communication and interpersonal skills.
• Fluency in English
• Structured and analytical problem-solving and solution-identifying in complex environments.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Ability to multi-task and use good business judgement.
• Eagerness to learn and adapt to new technologies and processes.

Responsibilities

• Provide technical support and timely issue resolution.
• Coordinate ticket resolution with teams and vendors.
• Create and maintain knowledge articles and internal knowledge base.
• Participate in 24x7 on-call rotations.
• Manage the backlog of tickets.
• Communicate effectively with customers and teams.

Skills

Technical support

Troubleshooting

English fluency

Communication skills

Organizational skills

Tools

Salesforce

Job description

DGS Philippines in Makati City is seeking an experienced IT Support Specialist to provide technical support and troubleshooting for platform and application issues, ensuring timely resolution.

You will coordinate ticket resolution with internal and external teams, create knowledge articles, participate in 24x7 on-call rotations, and help reduce incidents through continuous service improvement. Fluency in English and strong communication are essential for this fast-paced environment.