SaaS Support & Continuous Improvement Consultant

Restoration 1 of Moore Coffee; Quezon City; On-site; PHP 500,000 - 900,000; Full time

Job summary

Convergys is seeking a Functional Consultant to provide day-to-day functional support for client environments, including Zendesk and other SaaS platforms. You will troubleshoot incidents, coordinate with technical teams, and validate changes before deployment.

The role emphasizes managing SLAs, maintaining documentation, and supporting service delivery through issue analysis and recommendations. Strong communication and multi-tasking are essential to success in this client-facing position.

Qualifications

• Bachelor's degree in IT, CS, BIS, Engineering, or related field.
• 1–3 years of experience in Application/SaaS support.
• Experience supporting Zendesk, Salesforce, ServiceNow, HubSpot, or similar platforms.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent verbal and written communication and client-facing abilities.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Provide day-to-day functional application support for client environments.
• Troubleshoot incidents, service requests, and application issues.
• Coordinate with technical teams for complex problems.
• Validate changes before production deployment.
• Document resolutions and maintain configuration records.
• Support Service Delivery Manager with updates and risk assessment.

Skills

Analytical skills

Troubleshooting

Problem-solving

Verbal communication

Written communication

Time management

Client-facing

Education

Bachelor's degree in Information Technology, Computer Science, Business Information Systems, Engineering, or related field

Tools

Zendesk

Salesforce

ServiceNow

HubSpot

Freshworks

Job description

Convergys is seeking a Functional Consultant to provide day-to-day functional support for client environments, including Zendesk and other SaaS platforms. You will troubleshoot incidents, coordinate with technical teams, and validate changes before deployment.

The role emphasizes managing SLAs, maintaining documentation, and supporting service delivery through issue analysis and recommendations. Strong communication and multi-tasking are essential to success in this client-facing position.