Product Support Analyst - Hybrid, Impactful Tech Support

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

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.