Product Support Analyst

Hammerjack Pty Ltd; Taguig; Hybrid; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Healthcare on day one

Performance bonuses

Paid time off with cash conversion

Group life insurance

Flexible work arrangements

Job summary

MicroSourcing is hiring a Product Support Analyst in Taguig (GSC Tower, BGC) for a hybrid role. You will resolve complex customer queries, investigate software issues, and coordinate cross-functional resources to ensure service levels are met.

Strong communication is essential for collaboration with engineering and product teams. The ideal candidate has 3+ years of customer-facing technical support experience, preferably in healthcare payer or medical coding environments, and a proactive

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 preferred.
• Proven ability to investigate and diagnose complex software errors under tight SLA metrics.

Responsibilities

• Resolve complex application and technical queries from customers in line with service levels.
• Investigate technical and data paths to find viable software solutions independently before engaging experts.
• Facilitate issue resolution meetings and coordinate resources across teams.
• Manage support ticket lifecycles across phone, portal, and email channels.
• Document root cause analyses and corrective actions for defects.
• Conduct regular calls with customers to assess software health and opportunities.
• Report usage trends and requests to engineering and product teams.
• Process account administration requests while adhering to data security and compliance.

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