Technical Support Analyst

MicroSourcing; Manila; Hybrid; PHP 300,000 - 420,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Hybrid work arrangement

Job summary

MicroSourcing in the Philippines is seeking a Technical Support Specialist to serve as a subject matter expert for global enterprise software solutions. The role requires troubleshooting, root-cause analysis, and clear updates to clients and stakeholders.

You will collaborate with developers and QA teams, identify bugs, and pursue product improvements while staying current with new technologies. The position offers a hybrid work setup at Mall of Asia, Pasay City, with on-call rotation and

Qualifications

• Experience in a technical support, help desk, or similar customer-facing technical role.
• Knowledge of SQL, particularly in creating read queries.
• Understanding of web technologies and basic technical troubleshooting.
• Strong verbal and written English communication skills.
• Strong interpersonal and customer service skills with a focus on customer satisfaction.
• Effective analytical, problem-solving, and decision-making skills.
• Strong knowledge of Microsoft Excel.
• Tech-savvy with a willingness to learn new technologies and software.
• Willingness to work a shifting schedule and participate in on-call rotation.
• Willingness to work on a hybrid setup in Mall of Asia, Pasay City.

Responsibilities

• Serve as a subject matter expert for global enterprise software solutions.
• Troubleshoot technical issues, investigate root causes, and develop effective solutions for clients.
• Manage reported issues from initial assessment through resolution while keeping stakeholders updated.
• Collaborate with developers and QA teams when escalating complex technical issues.
• Identify tasks, software bugs, and opportunities for product improvements.
• Communicate timely and professional updates to clients and internal stakeholders.
• Follow up with stakeholders to ensure issues are properly addressed and resolved.
• Conduct technical investigations independently or collaboratively with the team.
• Identify client training opportunities and contribute to knowledge-sharing initiatives.
• Participate in the team's on-call support rotation.
• Stay current with new technologies and continuously develop knowledge of enterprise software solutions.

Skills

SQL read queries

Web technologies

English communication

Customer service

Excel

Analytical thinking

On-call support

Hybrid setup

Education

Post-secondary education in Computer Science

Tools

HTML

Job description

Job Description:

Technical Support Specialist

Discover your 100% YOU with MicroSourcing!

Position: Technical Support Specialist

Location: Mall of Asia, Pasay City

Work setup & shift: Hybrid | Shifting schedule

Why join MicroSourcing?

You'll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role

As a Technical Support Specialist, you will:

• Serve as a subject matter expert for global enterprise software solutions.
• Troubleshoot technical issues, investigate root causes, and develop effective solutions for clients.
• Manage reported issues from initial assessment through resolution while keeping stakeholders updated.
• Collaborate with developers and QA teams when escalating complex technical issues.
• Identify tasks, software bugs, and opportunities for product improvements.
• Communicate timely and professional updates to clients and internal stakeholders.
• Follow up with stakeholders to ensure issues are properly addressed and resolved.
• Conduct technical investigations independently or collaboratively with the team.
• Identify client training opportunities and contribute to knowledge-sharing initiatives.
• Participate in the team's on-call support rotation.
• Stay current with new technologies and continuously develop knowledge of enterprise software solutions.

What You Need

Non-negotiables

• Experience in a technical support, help desk, or similar customer-facing technical role.
• Knowledge of SQL, particularly in creating read queries.
• Understanding of web technologies and basic technical troubleshooting.
• Strong verbal and written English communication skills.
• Strong interpersonal and customer service skills with a focus on customer satisfaction.
• Effective analytical, problem-solving, and decision-making skills.
• Strong knowledge of Microsoft Excel.
• Tech-savvy with a willingness to learn new technologies and software.
• Willingness to work a shifting schedule and participate in on-call support rotation.
• Willingness to work on a hybrid setup in Mall of Asia, Pasay City.

Preferred Skills/expertise

• Post-secondary education in Computer Science or a related field.
• Knowledge of HTML.
• Understanding of the Software Development Life Cycle (SDLC).
• Experience working with software developers and QA teams.
• Interest in learning new software and recommending technology improvements.
• Knowledge of an additional language aside from English is an advantage.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

Terms & conditions apply

Requirements: