Support Analyst - Tier 1

AIPI Acquire Intelligence Philippines Inc.; Pasig; On-site; PHP 279,000 - 390,600; Full time

Job summary

AIPI Acquire Intelligence Philippines Inc. is looking for a Support Analyst – Tier 1 in Metro Manila, Philippines. You will be the first point of contact for clients, providing quality customer support while troubleshooting technical system issues via phone and email.

The ideal candidate should possess strong problem-solving skills and experience in client interaction, with a focus on customer satisfaction. A Bachelor's degree in a software or technical field is preferred.

Qualifications

• Strong customer service and interpersonal communication skills.
• Ability to work collaboratively and independently.
• Experience in RMIS, GRC, or healthcare industries preferred.

Responsibilities

• Deliver outstanding customer support across phone and email channels.
• Troubleshoot and resolve technical software issues.
• Log and document all interactions in the Customer Support Ticket Tracking System.

Skills

Customer service skills

Interpersonal communication skills

Problem-solving abilities

Technical explanation skills

Working knowledge of Microsoft Office

Education

Bachelor’s degree in a software or technical field

Tools

Salesforce

RMIS/GRC experience

Job description

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Snapshot of Your Role

As a Support Analyst – Tier 1, you will be the first point of contact for our clients, delivering outstanding customer support across phone and email channels. You will troubleshoot system issues, provide technical assistance, and deliver effective communication while ensuring an exceptional customer experience.

• Provide high-quality customer support to software clients via phone and email
• Troubleshoot and resolve technical software issues
• Lead troubleshooting conference calls with clients
• Log and document all interactions in the Customer Support Ticket Tracking System
• Communicate effectively with clients, internal teams, and partners
• Escalate unresolved issues to appropriate teams to ensure swift resolution
• Manage multiple priorities and ensure timely and accurate feedback to clients
• Use multiple systems efficiently and independently
• Maintain professionalism and integrity in all client interactions

About You

You’re a client-focused support professional with excellent communication skills and a knack for solving problems. You bring:

• Strong customer service and interpersonal communication skills
• Ability to work collaboratively as well as independently
• Sound judgment and problem‑solving abilities
• Capability to explain technical concepts in simple terms
• Working knowledge of Microsoft Office tools
• Experience in RMIS, GRC, or healthcare industries (preferred)
• Salesforce experience, Trailhead training, or certifications (preferred)

Qualifications

• Bachelor’s degree in a software or technical field (preferred)
• Training in Computer Science, Engineering, MIS, or IT is an advantage

What Success Looks Like

• High levels of client satisfaction and resolution rates
• Timely and accurate ticket management and follow-up
• Effective escalation and collaboration with internal teams

What We Value

• Curious and Clever – Smart questions spark smart solutions
• Entrepreneurial Energy – Think like an owner. Solve like a founder
• Fast with Intent – We move fast and deliver real results
• Laugh and Learn – We don’t take ourselves too seriously, just our results

Join the A-Team and experience the A-Life!