SaaS Support Analyst

HRTX; Philippines; On-site; PHP 300,000 - 540,000; Full time

Job summary

HRTX in the Philippines seeks a hands-on Technical Support Specialist to be the first contact for customers and quickly identify root causes. You will triage tickets, provide timely feedback, and document procedures to improve service delivery.

You will work with SaaS platforms, diagnose bugs, and help develop ITSM reports to track performance. Strong communication, problem-solving, and attention to detail are essential as you handle multiple cases and follow up until resolution.

Qualifications

• 3+ years of technical support experience of Software applications.
• Working knowledge of Relational Databases and Transact SQL.
• Prior experience in tech support, desktop support, or a similar role.
• The ability to take the initiative to find the root of the problem.
• Attention to detail and good problem-solving skills.
• Excellent interpersonal skills.
• Good written and verbal communication.
• Excellent verbal and written communication skills
• Excellent analytical and problem-solving skills

Responsibilities

• Fielding first contact from customers to quickly get to the root of their problem.
• Providing timely and accurate customer feedback.
• Triaging submitted customer tickets for clarity, assignment, and categorization.
• Assessing question or issue for resolution need.
• Providing support in the form of procedural documentation.
• Managing multiple cases simultaneously, ensuring all tickets receive appropriate attention.
• Troubleshooting technical issues while identifying trends for root cause.
• Diagnosing and determining bugs.
• Developing and maintaining ITSM reports to provide IT Service performance detail.
• Following up with clients to ensure the problem is resolved.
• Other duties as assigned by leader

Skills

Tech support

Relational databases

Transact-SQL

Problem solving

Attention to detail

Interpersonal skills

Written communication

Verbal communication

Job description

• Fielding first contact from customers to quickly get to the root of their problem.
• Providing timely and accurate customer feedback.
• Triaging submitted customer tickets for clarity, assignment, and categorization.
• Assessing question or issue for resolution need.
• Providing support in the form of procedural documentation.
• Managing multiple cases simultaneously, ensuring all tickets receive appropriate attention.
• Troubleshooting technical issues while identifying trends for root cause.
• Diagnosing and determining bugs.
• Developing and maintaining ITSM reports to provide IT Service performance detail.
• Following up with clients to ensure the problem is resolved.
• Other duties as assigned by leader

Qualification

• 3+ years of technical support experience of Software applications, preferably proprietary SaaS based platforms.
• Working knowledge of Relational Databases and Transact SQL.
• Prior experience in tech support, desktop support, or a similar role.
• The ability to take the initiative to find the root of the problem.
• Attention to detail and good problem-solving skills.
• Excellent interpersonal skills.
• Good written and verbal communication.
• Excellent verbal and written communication skills
• Excellent analytical and problem-solving skills