Remote Technical Support Specialist: Cloud & Apps Expert

MicroSourcing International; Metro Manila; Remote; PHP 335,000 - 502,000; Full time

Benefits offered by this job

Healthcare coverage from day one

Dependents coverage.

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Flexible work arrangements

Career growth opportunities

Inclusive team culture

Job summary

MicroSourcing International is seeking a Technical Support Specialist to join our remote team serving global clients. You will provide email, phone, and screenshare support, troubleshoot cloud-based and desktop applications, and develop deep knowledge of clients, products, and services to resolve issues effectively.

This night-shift role collaborates with internal teams worldwide, ensuring performance against SLAs and proactive issue management.

Qualifications

• Experience supporting cloud-based and desktop software applications.
• Experience in Windows and macOS environments.
• Familiarity with SSO and FTP troubleshooting and support.
• Experience with enterprise or global clients.
• Experience using ticket systems such as Zendesk and Jira.
• Experience working on support operations processes.
• Ability to collaborate cross-functionally with technical and business teams.

Responsibilities

• Interact daily with end users, including IT teams and third-party vendors, via email, phone, and screenshare support.
• Apply knowledge of applications to effectively interpret, troubleshoot, and resolve client support issues.
• Learn and maintain a detailed understanding of clients, products, and services.
• Support the entire Mediaocean suite of applications, SSO as well as FTP-related setup and issues.
• Work closely with internal teams globally to resolve support concerns and communicate updates regarding key projects and system issues.
• Comply with internal and external SLAs while consistently meeting or exceeding established support metrics.
• Manage and monitor escalated system issues and ensure timely resolution.
• Work flexible shifts as needed to support global clients and operations.
• Understand how clients consume and utilize data, collaborating with internal teams to address unique client requirements.
• Coordinate with internal stakeholders to complete client-related projects and initiatives.
• Gather, analyze, and prioritize KPIs and report insights to upper management.
• Participate in ongoing projects and audits and day-to-day management of internal tools.

Skills

Cloud-based support

Windows & Mac experience

SSO & FTP troubleshooting

Global clients experience

Zendesk & Jira

Support operations processes

Cross-functional collaboration

Tools

Zendesk

Jira

Job description

MicroSourcing International is seeking a Technical Support Specialist to join our remote team serving global clients. You will provide email, phone, and screenshare support, troubleshoot cloud-based and desktop applications, and develop deep knowledge of clients, products, and services to resolve issues effectively.

This night-shift role collaborates with internal teams worldwide, ensuring performance against SLAs and proactive issue management.