Senior Product Support Analyst — Hybrid, Healthcare Tech

MicroSourcing International; Taguig; Hybrid; PHP 420,000 - 600,000; Full time

Job summary

MicroSourcing in Taguig is seeking a Product Support Analyst to handle complex customer-facing technical support and healthcare payer-related queries. You will manage ticket lifecycles across calls, portals, and emails, coordinating with cross-functional teams to deliver fast, high-quality solutions.

The role offers hybrid work setup at GSC Tower, BGC Taguig, with shifting hours and opportunities for professional growth. Strong communication and analytical skills are essential for success.

Qualifications

• 3+ years of customer-facing technical product or application support.
• Experience in healthcare payer, claims processing, or medical coding.
• Strong ability to investigate complex software errors under tight SLA metrics.
• Excellent verbal and written communication for cross-department meetings.

Responsibilities

• Resolve complex application and technical queries from customers within SLA and quality benchmarks.
• Investigate all technical paths to find viable software solutions independently.
• Facilitate issue resolution meetings and distribute comprehensive meeting minutes.
• Manage support ticket lifecycles across phone, portal, and email channels with ownership.
• Document root cause analyses (RCA) and corrective actions for defects.
• Conduct regular outreach sessions with customers to assess software health and opportunities.
• Report usage trends, feature requests, and vulnerabilities to engineering/product teams.
• Process internal and external account administration requests with data security compliance.

Skills

Customer support

Technical support

SLA adherence

Cross-functional collaboration

Job description

MicroSourcing in Taguig is seeking a Product Support Analyst to handle complex customer-facing technical support and healthcare payer-related queries. You will manage ticket lifecycles across calls, portals, and emails, coordinating with cross-functional teams to deliver fast, high-quality solutions.

The role offers hybrid work setup at GSC Tower, BGC Taguig, with shifting hours and opportunities for professional growth. Strong communication and analytical skills are essential for success.