Product Support Analyst

Color Philippines; Taguig; Hybrid; PHP 350,000 - 650,000; Full time

Benefits offered by this job

Healthcare coverage day one

Dependent coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing in Taguig is seeking a Product Support Analyst to resolve customer queries, manage ticket lifecycles, and coordinate with engineering and product teams to drive reliable software experiences.

Responsibilities include diagnosing complex issues, documenting RCAs, and ensuring compliance with data security. The role offers a hybrid setup at GSC Tower, BGC Taguig with healthcare coverage and growth opportunities.

Qualifications

• 3+ years of customer-facing technical product or application support.
• Experience in healthcare payer, claims processing, or medical coding sectors is a plus.
• Ability to diagnose complex software errors under SLA constraints.
• Strong ticket lifecycle management and cross-functional teamwork.
• Excellent verbal and written communication for cross-department meetings and technical summaries.

Responsibilities

• Resolve complex application and technical queries from customers following SLA and quality metrics.
• Investigate data paths to find viable software solutions independently before escalating.
• Facilitate issue resolution meetings, coordinate resources, and document outcomes.
• Manage support ticket lifecycles across phone, portal, and email channels, maintaining ownership.
• Document root cause analyses and corrective actions for defects and system issues.
• Conduct regular outreach to assess software health and opportunities for service improvements.
• Report usage trends, feature requests, and vulnerabilities to engineering/product teams.
• Handle internal/external account administration with data security and compliance.

Skills

Customer-facing support

Ticket lifecycle management

Cross-functional collaboration

Technical troubleshooting

Verbal & written communication

Tools

CRM systems

Support ticketing tools

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, visithttps://www.microsourcing.com/

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