Product Support Analyst

MicroSourcing; Taguig; Hybrid; PHP 360,000 - 600,000; Full time

Benefits offered by this job

Healthcare coverage from day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Team events

Job summary

MicroSourcing is seeking a Product Support Analyst in Taguig with a hybrid work setup. You will resolve complex technical queries, manage ticket lifecycles, and coordinate cross-functional teams to deliver reliable software support.

Ideal candidates have 3+ years in customer-facing technical support, with healthcare payer or claims processing exposure, and strong communication for cross-departmental collaboration. This role emphasizes data security and ongoing service improvement.

Qualifications

• Minimum of 3 years of experience providing customer-facing technical product or application support.
• Experience in healthcare payer, claims processing, or medical coding sectors.
• Ability to investigate and diagnose complex software errors under tight SLA metrics.
• Strong background in ticket lifecycle management and cross-functional collaboration.
• Excellent verbal and written communication skills for cross-departmental meetings and summaries.

Responsibilities

• Resolve complex application and technical queries from customers within SLA.
• Investigate technical and data paths to find viable software solutions independently.
• Facilitate issue resolution meetings and distribute comprehensive minutes.
• Manage support ticket lifecycles across phone, portal, and email channels.
• Document root cause analyses and corrective measures for defects and issues.
• Conduct regular voice-to-voice outreach to assess software health and opportunities.
• Report usage trends and feature requests to engineering and product teams.
• Process internal and external account administration requests with data security in mind.

Skills

Customer-facing support

Technical troubleshooting

SLA management

Cross-functional collaboration

Verbal & written communication

Job description

Product Support Analyst

Location: GSC Tower, BGC Taguig

Work setup & shift: Hybrid | Shifting

Responsibilities

• Resolve complex application and technical queries from customers in accordance with established service level metrics and quality benchmarks.
• Investigate all technical and data paths to find viable software solutions independently before engaging internal subject matter experts.
• Facilitate issue resolution meetings, coordinate internal and external resources, prepare agendas, and distribute comprehensive meeting minutes.
• Manage support ticket lifecycles across telephone, portal, and email channels, retaining ownership even when collaborating with Service Delivery Teams.
• Document and communicate root cause analyses (RCA) and corrective measures for critical software defects and system issues.
• Conduct regular voice-to-voice outreach sessions with customers to assess software health, explore service opportunities, and track satisfaction.
• Represent customer interests internally by reporting usage trends, feature requests, and system vulnerabilities to engineering and product teams.
• Process internal and external account administration requests while strictly adhering to data security and corporate compliance protocols.

Qualifications

• Minimum of 3 years of experience providing customer-facing technical product or application support.
• Prior support experience within the healthcare payer, claims processing, or medical coding sectors.
• Proven ability to investigate and diagnose complex software errors under tight, contractually binding SLA metrics.
• Strong background in ticket lifecycle management and cross-functional team collaboration.
• Exceptional verbal and written communication skills needed to facilitate cross-departmental meetings and write technical summaries.

Benefits

• Competitive rewards: Above-market compensation, healthcare coverage on day one (and for dependents), paid time‑off with cash conversion, group life insurance, and performance bonuses.
• A collaborative spirit: Contribute to a positive work environment through company-sponsored events and activities.
• Work‑life harmony: Flexible work arrangements to balance professional and personal life.
• Career growth: Continuous learning opportunities and avenues for advancement.
• Inclusive teamwork: Celebration of diversity and an inclusive culture.
• Commitment to an inclusive and diverse workplace that values each individual's contributions.