Senior Product Support Analyst: HealthTech Solutions

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

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.