Product Support Analyst

Geco Philippines Inc; Iloilo City; On-site; PHP 334,800 - 558,000; Full time

Benefits offered by this job

Performance Bonus

Incentives

Health Insurance

Job Training

Job summary

A company in the support operations sector is seeking a detail-oriented Product Support Analyst in Iloilo City, Philippines. You will manage product-related tickets, conduct investigations, and collaborate with teams to resolve issues effectively. The ideal candidate possesses strong analytical skills, familiarity with ticketing systems, and is fluent in English. This mid-level role requires a minimum of 2 years' experience in QA or software testing, with a focus on the insurance or financial services sectors. Competitive salary and performance bonuses are included.

Qualifications

• Minimum 2 years of experience in QA, software testing, or a similar role.
• Proficient in written and spoken English (minimum B2 level).
• Self-motivated and capable of managing a high-volume ticket queue.

Responsibilities

• Review and triage incoming tickets, ensuring proper categorization and prioritization.
• Conduct initial investigations to determine appropriate next steps.
• Collaborate with product teams to facilitate timely issue resolution.

Skills

Analytical skills

Problem-solving skills

Familiarity with XML

Familiarity with JSON

Familiarity with VBScript

Communication skills

Data Analysis

Tools

Jira

ServiceNow

Job description

Job Description

Employee Recognition and Rewards

Performance Bonus, Incentives

Government Mandated Benefits

Insurance Health & Wellness

HMO

Professional Development

Job Training

Read More

We are expanding our support operations and are seeking a detail‑oriented, technically capable Product Support Analyst to join our growing team. This role is critical for managing the initial triage of product‑related tickets escalated from our frontline helpdesk. As the first line of technical escalation, you will accurately assess, prioritize, and route each issue to the appropriate teams for resolution.

Key Responsibilities

• Review and triage incoming tickets from the refer queue, ensuring proper categorization and prioritization.
• Conduct initial investigations using internal tools, system logs, and documentation to determine appropriate next steps.
• Provide preliminary technical analysis and clarification to minimize unnecessary escalations.
• Collaborate closely with product teams, QA, and developers to facilitate timely and accurate issue resolution.
• Maintain clear, detailed ticket notes to support downstream teams and ensure full traceability.
• Identify recurring issues and contribute to root cause analysis and process improvement initiatives.
• Support internal documentation efforts by contributing to knowledge bases and triage guides.

Requirements

General

• Strong analytical and problem‑solving skills with a keen attention to detail.
• Ability to interpret logs, error messages, and system behaviors to inform triage decisions, including XML, JSON, and VBScript.
• Experience using ticketing systems such as Jira or ServiceNow, and familiarity with escalation workflows.
• Proficient in both written and spoken English (minimum B2 level).
• Excellent communication skills and ability to collaborate effectively with remote teams.
• Self‑motivated and capable of managing a high‑volume ticket queue independently.
• Willingness to work shift hours to ensure overlap with UK business operations.

For Mid‑level Candidates

• Minimum of 2 years’ experience in QA, software testing, or a similar role, ideally within the insurance or financial services sectors.

Python SQL Data Analysis Analytical Skills Statistical Analysis Data Processing Data Mining Data Acquisition Business Data Analysis R

Working Location

The Grid. PG5X+5P2, Mandurriao, Iloilo City, Iloilo, Philippines

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