Product Support Analyst

MicroSourcing International; Taguig; Hybrid; PHP 420,000 - 600,000; Full time

Job summary

MicroSourcing in Taguig is seeking a Product Support Analyst to handle complex customer-facing technical support and healthcare payer-related queries. You will manage ticket lifecycles across calls, portals, and emails, coordinating with cross-functional teams to deliver fast, high-quality solutions.

The role offers hybrid work setup at GSC Tower, BGC Taguig, with shifting hours and opportunities for professional growth. Strong communication and analytical skills are essential for success.

Qualifications

• 3+ years of customer-facing technical product or application support.
• Experience in healthcare payer, claims processing, or medical coding.
• Strong ability to investigate complex software errors under tight SLA metrics.
• Excellent verbal and written communication for cross-department meetings.

Responsibilities

• Resolve complex application and technical queries from customers within SLA and quality benchmarks.
• Investigate all technical paths to find viable software solutions independently.
• Facilitate issue resolution meetings and distribute comprehensive meeting minutes.
• Manage support ticket lifecycles across phone, portal, and email channels with ownership.
• Document root cause analyses (RCA) and corrective actions for defects.
• Conduct regular outreach sessions with customers to assess software health and opportunities.
• Report usage trends, feature requests, and vulnerabilities to engineering/product teams.
• Process internal and external account administration requests with data security compliance.

Skills

Customer support

Technical support

SLA adherence

Cross-functional collaboration

Job description

Discover your 100% YOU with MicroSourcing! Position: Product Support Analyst Location: GSC Tower, BGC Taguig Work setup & shift: Hybrid | Shifting

Why join MicroSourcing?

You'll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

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.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply