Platform Support Analyst — 24/7 Troubleshooting & KB Champion

dentsu; Makati; On-site; PHP 420,000 - 600,000; Full time

Job summary

Merkle in Makati City, Philippines, is seeking a proactive IT Support Specialist to join our on-site team. You will provide technical support and troubleshoot platform and application issues, guide customers on best practices, and coordinate ticket resolution with various teams.

You will participate in 24x7 on-call rotations, maintain knowledge articles, and contribute to service improvements while delivering excellent customer service in English.

Qualifications

• Provide technical support and troubleshooting for platform and application issues.
• Assist the customer with best practices for utilizing platforms and applications.
• Coordinate ticket resolution with internal, external and vendors teams.
• Escalation Management and Knowledge Management responsibilities.
• Participate in 24x7 on-call rotations and after-hours support as needed.
• Maintain excellent organizational skills and attention to detail.
• Demonstrate strong communication and interpersonal skills.
• Fluency in English and ability to work in a fast-paced environment.

Responsibilities

• 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.
• Escalation Management.
• 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.
• Strong customer service orientation.

Skills

Technical support

Troubleshooting

Customer service

Communication

Problem-solving

Time management

Team collaboration

Fluency in English

On-call rotation

Independent work

Tools

Salesforce

Job description

Merkle in Makati City, Philippines, is seeking a proactive IT Support Specialist to join our on-site team. You will provide technical support and troubleshoot platform and application issues, guide customers on best practices, and coordinate ticket resolution with various teams.

You will participate in 24x7 on-call rotations, maintain knowledge articles, and contribute to service improvements while delivering excellent customer service in English.