Software Support Engineer | MS SQL | Night Shift

AMCS Group; Cebu City; Hybrid; PHP 260,000 - 380,000; Full time

Benefits offered by this job

Hybrid working model

Day 1 healthcare coverage for you and

25 annual leave days

Shuttle service transportation

Free onsite meals and coffee

Professional development opportunities

Global collaboration across teams

Job summary

AMCS is seeking a Global Customer Support professional to help customers succeed with our cloud-based SaaS platform.

You will provide first line support, manage incidents, document case details in the CRM, and perform root-cause analysis to drive resolutions. Hybrid work model in Cebu, Philippines with opportunities for growth and learning.

Qualifications

• Must have experience in a customer-facing role.
• Ability to work independently and in a team.
• Excellent written and spoken communication.
• Able to tailor communication to audience (SuperUser, IT, C-Level).
• Strong MS Office skills.
• Understanding of Cloud Computing (Azure) or SaaS support.
• Ability to manage multiple workstreams and priorities.
• Excellent analytical skills.
• Ability to query SQL databases for data analysis.
• Customer-focused attitude.

Responsibilities

• Provide first line support to customers and meet quality standards.
• Address and resolve incoming application questions and incidents.
• Document all relevant customer 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.

Skills

Customer facing

Independence

Communication skills

Audience adaptation

MS Office

Azure / Cloud

SaaS support

Multiple workstreams

Prioritization

Analytical skills

SQL querying

Customer focus

Education

Bachelor's degree in IT / CS / CE

Tools

Grafana

Azure portal

Application Insights

ERP software knowledge

Job description

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

The Opportunity

Join our Global Customer Support Team and help customers succeed with the software that powers their operations.

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.
• You have excellent communication skills (written as well as spoke). You are not shy to keep asking questions to our customers 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 query SQL databases to analyze underlying data in support of issue triage and resolution.
• 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
• Exposure to Grafana
• 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.

What We Offer

• Hybrid working model that supports flexibility and collaboration.
• Day 1 healthcare coverage for you and up to three dependents.
• 25 annual leave days.
• Transportation support through our shuttle service.
• Free onsite meals and coffee.
• Allowances and employee benefits designed to support your wellbeing.
• Continuous learning and professional development opportunities.
• Global collaboration and exposure across teams and regions.
• The opportunity to work on technology that helps create a more sustainable future.

Ready to Make an Impact?

Apply today and help us build a better future for our customers, our communities, and our planet.

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