Software Support Engineer Cebu City, Philippines

AMCS Group; Cebu City; Híbrido; PHP 360 000 - 600 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health insurance for dependents

Hybrid work setup

Shuttle service

On-site food and coffee

Allowances

25 days of leave

Learning platform access

Resumo da oferta

AMCS Group in Cebu is seeking a motivated Global Customer Support professional to provide first line support for our cloud-based software solutions. You will intake, assign, and monitor assorted customer requests and issues while maintaining quality standards in a dynamic team environment.

You bring strong customer-facing experience, excellent communication skills, and a solid grasp of SQL, Azure, and SaaS support. A hybrid work setup and ongoing learning opportunities are provided.

Qualificações

• Experience in a customer facing role is essential.
• Excellent written and verbal communication skills.
• Ability to tailor communication to different audiences (SuperUser, IT, C-Level).
• Strong understanding of Microsoft Office Suite.
• Good understanding of Cloud Computing (Azure) or other SaaS software support.
• Ability to manage multiple workstreams and prioritize in a fast-paced environment.
• Excellent analytical skills and quick learning ability.

Responsabilidades

• Provide first line support to customers and ensure calls meet quality standards.
• Address and resolve incoming questions and incidents from end users.
• Document all pertinent customer and case information in the CRM.
• Perform root-cause analysis on recurring issues.
• Record, track, and document problem-solving steps.
• Test fixes and follow up to ensure resolution.
• Manage client issue calls and provide status updates across a portfolio.

Conhecimentos

Customer-facing

Independent worker

Relentless follow up

Excellent communication

Azure / SaaS familiarity

SQL knowledge

Multi-tasking

Analytical skills

Formação académica

Bachelor’s degree in IT/CS/Engineering

Ferramentas

Azure Portal

Crystal Reports

ERP software

CRM systems

Descrição da oferta de emprego

Join our team and be part of the Global Customer Support Team. The focus of this role is providing the first line of support regarding for our software solutions we provide to our customers. This position requires a passion for support, which includes the correct intake, assignment, and monitoring of various software related requests and issues. We are looking for a professional who loves to operate independently as well as in a team in a complex and diverse environment.

WhoWe Are

At AMCS, sustainability means business — and careers that create impact. From our roots in Ireland to our teams across Europe, North America and Australasia, we are bringing together ambitious people to help reshape the industries that sustain our world.

What We Build

We build intelligent, cloud-based SaaS solutions that turn complex operations into smarter, more sustainable performance. Powered by AI, data and deep industry expertise, our technology helps customers optimise routes, manage recycling, improve compliance, unlock insight and move faster toward a more efficient, circular future.

Why Join AMCS

Join AMCS and be part of a global team where purpose meets performance. Here, you can grow your career, challenge what’s possible and work on technology that makes a measurable difference — for our customers, our communities and the planet

What You’ll Do

• 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 identification 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

What You Bring

• Experience in a customer facing role is essential.
• You can operate independently as well as in a team.
• Relentless follow up skills.
• You have excellent communication skills (written as well as spoke). You are not shy to keep asking our customers questions to get to the bottom an issue.
• Ability to vary communication based on the target audience (ex: SuperUser, IT, C-Level).
• Strong understanding of the Microsoft Office Suite
• Good understanding of Cloud Computing (Azure) or other SaaS software support.
• You must have the ability to manage multiple workstreams (Calls and Support portal cases) and ensure all daily responsibilities are fulfilled
• Ability to manage competing priorities working in a fast-paced environment.
• You have excellent analytical skills.
• Ability to quickly learn new software applications.
• Advanced SQL knowledge; ability to query SQL databases to analyze underlying data in support of issue triage and resolution.
• Working knowledge of basic networking concepts, including remote access and connectivity.
• Ability to drive issue to resolution across a matrixed organization.
• You are customer focused.

Nice to Have

• Bachelor’s degree in Information Technology, Computer Science, Computer Engineering or equivalent experience
• Experience in the Microsoft Azure portal, including Application Insights
• Some knowledge of C++, HTML, and Crystal Reports.
• TCP/IP Networking knowledge and troubleshooting.
• Generic knowledge or experience about/with ERP software.
• Experience with Waste & Recycling processes or industry.
• Azure Fundamentals certification
• ITIL v3 or v4 Foundations certification
• Experience operating under an agile release delivery methodology.

Join our mission for a sustainable future and enjoy these benefits:

• Health insurance for you and up to three dependents from Day 1
• Hybrid work setup
• Convenient shuttle service
• Complimentary on-site food and coffee
• Allowances
• 25 days of leave
• Access to a learning platform for skill training with progress tracking

Ready to Make an Impact?

At AMCS, your work helps businesses operate more efficiently while contributing to a more sustainable future. If you are passionate about technology, innovation, and creating solutions that matter, we would love to hear from you.