Senior Product Support Analyst

Manatal; Philippines; Hybrid; PHP 600,000 - 1,000,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Dependent coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing is seeking a Senior Product Support Analyst in the Philippines to resolve complex customer queries and ensure service quality. You will investigate issues, engage subject matter experts, and coordinate ticket lifecycles while maintaining strong customer relationships.

Hybrid work setup with shifting schedules offers growth opportunities, exposure to healthcare payer domains, and a collaborative environment focused on continuous learning and career advancement.

Qualifications

• Customer-facing support experience delivering advanced application or product support to business clients.
• Experience in healthcare payer, claims processing, or medical coding sectors.
• Proven ability to manage high-priority technical issues under strict timelines and penalties.
• Strong analytical capability to investigate, document, and explain complex software issues and fixes.
• Exceptional verbal and written communication to translate technical issues for dashboards and client presentations.

Responsibilities

• Resolve complex technical and application queries from customers within SLA metrics and quality benchmarks.
• Investigate technical and data paths to find viable software solutions before engaging SMEs.
• Facilitate issue resolution meetings, prepare agendas, and distribute minutes and root cause analyses.
• Manage support ticket lifecycles from intake to resolution, collaborating with Service Delivery Teams while keeping ownership.
• Execute the Customer Outreach Program through regular voice-to-voice engagement to monitor health and client satisfaction.
• Represent customer interests, identify usage trends, defects, and enhancement opportunities to product teams.
• Process internal and external account administration requests with data security/compliance alignment.
• Provide omni-channel coverage (phone, web portal, email) for inquiries during core hours.

Skills

Customer-facing support

Healthcare payer/claims processing/med

SLA & escalation management

Root cause & technical analysis

Advanced communication

Job description

Discover your 100% YOU with MicroSourcing!

Position: Senior Product Support Analyst
Location: GSC Tower, BGC Taguig
Work setup & shift: Hybrid | Shifting

Why join MicroSourcing?

You’ll have:

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Responsibilities:

• Resolve complex technical and application queries from customers in accordance with established service level metrics and quality benchmarks.
• Investigate all technical and data paths to find viable software solutions before engaging internal subject matter experts.
• Facilitate issue resolution meetings, which includes coordinating resources, preparing agendas, and distributing comprehensive meeting minutes and root cause analyses.
• Manage support ticket lifecycles from intake to resolution, working collaboratively with Service Delivery Teams while retaining ticket ownership.
• Execute the Customer Outreach Program through regular voice-to-voice engagement sessions to monitor application health and track client satisfaction.
• Represent customer interests internally, identifying system usage trends, software defects, and enhancement opportunities to product development teams.
• Process internal and external account administration requests while ensuring full alignment with corporate data security and compliance policies.
• Provide comprehensive omni-channel coverage (telephone, web portal, and email) for incoming customer technical inquiries during core working hours.

Qualifications:

• Customer-Facing Support Experience: Minimum of 3 years of experience delivering advanced application or product support directly to business clients.
• Prior experience providing product support within the healthcare payer, claims processing, or medical coding sectors.
• SLA & Escalation Management: Proven ability to manage high-priority technical issues under strict contractual timelines and penalties.
• Root Cause & Technical Analysis: Strong analytical capability to investigate, document, and explain complex software issues and systemic fixes.
• Advanced Communication: Exceptional verbal and written communication skills necessary to translate technical issues for executive dashboards and client presentations.

-

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

*Terms & conditions apply