Platform Support Analyst — 24/7 On-Call & Troubleshooting

Dentsu Aegis Network Ltd.; Makati; On-site; PHP 300,000 - 550,000; Full time

Job summary

Merkle is seeking an Application Support Analyst in Makati City to provide technical support, troubleshoot platform issues, and guide customers on best practices. You will coordinate with internal and vendor teams, manage escalations, and contribute to knowledge management while ensuring high-quality customer service.

The role requires strong organizational skills, attention to detail, and the ability to work independently in a fast-paced environment.

Qualifications

• Excellent organizational skills and attention to detail.
• Fluency in English, both written and spoken.
• Ability to work independently and in a team.
• Strong problem-solving and troubleshooting abilities.

Responsibilities

• Provide technical support and troubleshoot platform/application issues with timely resolution.
• Guide customers on best practices for using platforms and apps effectively.
• Coordinate ticket resolution with internal, external, and vendor teams; escalate when needed.
• Participate in 24x7 on-call rotations and after-hours support as required.
• Contribute to knowledge management by creating articles and maintaining the internal knowledge base.
• Assist in backlog management and continuous service improvement.

Skills

Customer service

English fluent

Analytical thinking

Ticketing & escalation

Multi-tasking

Communication skills

Tools

Salesforce

Job description

Merkle is seeking an Application Support Analyst in Makati City to provide technical support, troubleshoot platform issues, and guide customers on best practices. You will coordinate with internal and vendor teams, manage escalations, and contribute to knowledge management while ensuring high-quality customer service.

The role requires strong organizational skills, attention to detail, and the ability to work independently in a fast-paced environment.