Technical Support Analyst

AvePoint; Philippines; Hybrid; PHP 279,000 - 502,000; Full time

Benefits offered by this job

HMO coverage from day 1 (plus 2 depend

Group life insurance

Wellness Reimbursement Program

Paid annual and sick leaves

Employee Referral Bonus Program

Hybrid Working Arrangement

Job summary

AvePoint is hiring a Technical Support Analyst in the Philippines to deliver expert solutions for enterprise customers. You will resolve technical issues across our software suite and work with cross-functional teams including developers and product managers.

Responsibilities include product support, customer service, and collaboration with internal teams to ensure timely responses. The role offers shifts (days, mid, night) and a hybrid setup with 2 days WFH.

Qualifications

• BA/BS degree in IT-related field required.
• 1–5 years of technical software support or help desk experience preferred.
• Strong problem-solving and customer-service skills.
• Willingness to work shifts and in a hybrid setup.

Responsibilities

• Product Support: Become an expert in the product suite and work hands-on with Microsoft technologies including SharePoint, Office 365, Azure, SQL Server, Windows Server, and IIS.
• Customer Service: Use product knowledge to deliver effective resolutions and answers to issues and inquiries.
• Serving as the support contact for customers via phone, email, and remote sessions.
• Analyzing complex issues by reviewing logs and performing root-cause analysis.
• Overseeing interdepartmental collaboration to ensure prompt delivery of requests.
• Contributing to public-facing articles based on found issues in the software.
• Learning about our technology through on-the-job training and updates.

Skills

Problem solving

Customer service

Team collaboration

Communication

Education

BA/BS in IT-related field

Tools

Microsoft technologies

SharePoint

Office 365

Azure

SQL Server

Windows Server

IIS

Job description

Do you have a passion for customer satisfaction and the skills to troubleshoot in a technical environment? We're looking for someone who can quickly become an expert in delivering exceptional solutions that solve our customers' biggest challenges.

What will you be doing?

The Technical Support Analyst role puts you inahigh-exposure support positionassistingour enterprise customersandresolvingtechnical issues with our softwaresolutions. Workingwith your colleagues,developers,productmanagers, andaccountmanagers,you will have the opportunity to develop your technical and leadership skillsthrough continuous learning opportunities.

Yourresponsibilitieswillinclude:

• ProductSupport:Becomingan expert in our product suiteand workinghands-on with Microsoft technologies- including SharePoint, Office 365, Azure, SQL Server, Window Server, and IIS. Supportingour customersbyproviding solutionsthat resolve and simplifycomplex technical issuesinthe MicrosoftCloud.Analyzingand troubleshootingsoftware issuesthrough the use ofinternal logging and development resources.
• Customer Service:Utilizingyour knowledge of our software to deliver effective resolutions and answers to customer issues and inquiries. Becomingatrustedcustomer advocatebyensuringwe are prompt and professional with all engagements,whether by phone or email. Helpingcustomersmaximize their use of our productsby overcomingany challenges throughout implementation andgeneral use.
• Servingas thesupport contact for customers- regularly connecting viaphone, email, and remote sessions
• Analyzingcomplex issues by reviewing product-specific logs andutilizingroot cause analysisskills
• Overseeing interdepartmental collaboration to help ensure prompt delivery of customer requests
• Contributing topublic-facing articles based on found issuesin our software
• Learning about our technology- including release updates and new products- through on-the-job training and education

OK, I'm interested… i s this the job for me ?

Welookfor people who value agility,passionand teamwork; those who can bring fresh ideas to the table and want the opportunity to learn, grow, and expand their careers. Bring your aptitude and build upon what you do best for our customers, partners, team, and you.

As a Technical Support Analyst,you'rethe main point of contact for support for our customers, which means you have strongproblem solvingand customer service skills. You are also a team player who thrives on working collaboratively with both internal and external teams.

Other qualities that you'llneed to bea fitfor this role include:

• BA/BS Degree in an IT relatedfield(Computer Science majors are preferred,but not required)
• 1 to 5 years of technicalsoftwaresupport or help desk experience(preferred)
• Ability to work independently and within a highly collaborative team environment
• Commitment to continuous education and drive tostayup-to-datewith the latest technologies
• Strong interest or experience with Microsofttechnology stack(including SharePoint, Office 365, Azure,Windows Server, SQL Server,andIIS)
• Work Schedule: Shifting - Dayshift, Mid shift & Night shift
• Hybrid Setup - 2 days WFH, 3 days Onsite

What's in it for you?

• HMO coverage from day 1 of employment (plus 2 free dependents)
• Group life insurance (upon regularization)
• Wellness Reimbursement Program (upon regularization)
• Paid annual and sick leaves (convertible into cash)
• Paid compassionate leave (5 days)
• Employee Dedication Award (years of service)
• Employee Referral Bonus Program
• Promoting diversity and inclusion
• Business Travel Opportunity (Top Performers)
• Hybrid Working Arrangement (3 days onsite & 2 days work-from-home)
• Competitive compensation package, Performance bonuses/incentives

*Terms and conditions apply

AvePoint is proud to employ talent from many different backgrounds, experiences, and identities. We believe that diversity and inclusion drives our success and is at the core of how we hire, communicate, and collaborate to deliver value and excellence. We are committed to fostering an environment where people can bring their whole selves to work and feel a sense of belonging, and we continue to work toward creating a workforce that represents the diversity of our customers and communities.

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