SaaS Support Engineer - Hybrid, Global Impact

AMCS Group; Cebu City; Hybrid; PHP 420,000 - 660,000; Full time

Benefits offered by this job

Hybrid work

Healthcare coverage

25 days annual leave

Shuttle service

Free onsite meals

Learning & development

Global collaboration

Sustainable tech impact

Job summary

AMCS Group is seeking a Software Support Engineer to join our Global Customer Support Team in a fast-paced SaaS environment. You will be the first point of contact, resolving issues and helping customers derive value from our cloud-based solutions.

You will combine troubleshooting, analytics and strong communication to deliver exceptional customer experiences, thriving on solving problems and staying composed under pressure.

Qualifications

• Experience in a customer facing role is essential.
• Able to work independently as well as in a team.
• Excellent written and spoken communication; ask questions to resolve issues.
• Ability to tailor communication to different audiences (SuperUser, IT, C-Level).
• Strong understanding of the Microsoft Office Suite.
• Good understanding of Cloud Computing (Azure) or other SaaS support.
• Ability to manage multiple workstreams and priorities in a fast-paced environment.
• Excellent analytical skills.
• Ability to query SQL databases to analyze data for triage and resolution.
• Customer focused.

Responsibilities

• Provide first line support to customers for incidents/requests for AMCS customer base and ensure that all calls/responses meet AMCS Quality standards and KPI's.
• Address and resolve incoming application questions and incidents from end users.
• Document all pertinent end user information and relevant support case information in our CRM database.
• Ability to perform root-cause analysis on recurring system issues.
• Record, track, and document the problem-solving process.
• Test fixes and perform post-resolution follow-ups to ensure adequate resolution of issues.
• Manage client issue calls, providing status across a portfolio of issues.

Skills

Customer facing

Communication

SQL

Azure

CRM

Analytical

Education

Bachelor's degree in IT/CS/Engineering

Tools

Azure Portal

Grafana

Microsoft Office

Job description

AMCS Group is seeking a Software Support Engineer to join our Global Customer Support Team in a fast-paced SaaS environment. You will be the first point of contact, resolving issues and helping customers derive value from our cloud-based solutions.

You will combine troubleshooting, analytics and strong communication to deliver exceptional customer experiences, thriving on solving problems and staying composed under pressure.