Remote Technical Support Analyst – B2B Cloud

Your Employee Offshore ( Yempo ) Inc.; Makati; A distancia; PHP 410.000 - 683.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

HMO enrollment

Additional dependents

20 vacation days

7 sick days

Annual bonuses

Annual salary reviews

Free rice and snacks

Company polo shirts

Open-plan environment

Descripción de la vacante

Your Employee Offshore ( Yempo ) Inc. is seeking a Technical Support Analyst to join our dayshift team. Work from home or the office—your choice—and provide Level 1 and 2 support for supply-chain clients using CRM/ticketing systems.

You’ll troubleshoot software issues, document interactions, and collaborate with international stakeholders to improve products and service delivery. Minimum 2 years in customer-facing tech support, knowledge of B2B integration concepts, and comfort with remote

Formación

• Minimum 2 years of customer-facing support experience in a software or technology environment.
• Experience troubleshooting software issues across different platforms.
• Proficiency with help desk, CRM, and ticketing systems.
• Knowledge of Electronic Document Standards (EDIFACT, JSON, X12, XCBL XML, CSV, XSLT).
• Understanding of B2B integration systems and processes.
• Comfortable working remotely and collaborating with international stakeholders.

Responsabilidades

• Provide Level 1 and 2 customer/technical support for supply chain customers.
• Respond to customer inquiries via email, chat, and phone.
• Troubleshoot technical problems, gather relevant information, and elevate complex cases when needed.
• Accurately document customer interactions and resolutions in the ticketing system.
• Work with internal teams to identify recurring issues and product improvements.
• Create and maintain knowledge base articles, FAQs, and support documentation.
• Follow up on unresolved cases and provide status updates to ensure customer satisfaction.
• Maintain product knowledge and stay informed on new features and releases.
• Meet individual and team KPI targets.

Conocimientos

Customer support

Troubleshooting

Help desk / CRM

B2B integration knowledge

Process improvement

Herramientas

CRM systems

Ticketing systems

EDI tools

Descripción del empleo

Your Employee Offshore ( Yempo ) Inc. is seeking a Technical Support Analyst to join our dayshift team. Work from home or the office—your choice—and provide Level 1 and 2 support for supply-chain clients using CRM/ticketing systems.

You’ll troubleshoot software issues, document interactions, and collaborate with international stakeholders to improve products and service delivery. Minimum 2 years in customer-facing tech support, knowledge of B2B integration concepts, and comfort with remote