Technical Support Analyst | MSX

Yempo Solutions; Makati; A distancia; PHP 360.000 - 720.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Weekly pay

HMO enrollment

Vacation days

Annual bonus

Salary reviews

Open-plan environment

Descripción de la vacante

Yempo - Your Employees Offshore is seeking a Technical Support Analyst to deliver Level 1 and 2 technical and customer support for supply chain clients. The role emphasizes clear communication, issue triage, and documentation, with remote collaboration across international stakeholders.

Ideal candidates have at least 2 years in customer-facing tech support, experience with help desk and CRM systems, and familiarity with EDI standards and basic B2B integration concepts.

Formación

• Minimum 2 years of customer-facing support experience in software or tech.
• Experience troubleshooting software issues across platforms.
• Proficiency with help desk, CRM, and ticketing systems.
• Knowledge of EDI standards (EDIFACT, X12, XCBL XML, CSV, XSLT).
• Understanding of B2B integration and process improvement.
• Comfortable working remotely with international stakeholders.

Responsabilidades

• Provide Level 1 and 2 customer/technical support for supply chain clients.
• Respond to inquiries via email, chat, and phone; document interactions.
• Troubleshoot issues, gather info, and escalate complex cases.
• Collaborate with internal teams for product improvements.
• Create knowledge base articles and FAQs; maintain docs.
• Meet KPI targets and stay informed on new features.

Conocimientos

Customer support

Troubleshooting

Help desk

CRM systems

Ticketing systems

B2B integration basics

EDIFACT JSON X12 XML CSV

Remote collaboration

Herramientas

EDIFACT & X12 knowledge

JSON & XML familiarity

Descripción del empleo

We have an exciting dayshift
opportunity available for a
Technical Support Analyst.

When you join Yempo, you'll receive the following fantastic benefits:

• Highly competitive salary – paid weekly!

• HMO enrollment on commencement

• Additional HMO dependents added each year of service

• 20 vacation days per year; 7 sick days

• Annual performance bonuses and incentives

• Annual salary reviews and increases

• Free cooked rice, snacks and hot drinks

• Company polo shirts provided

• Fantastic, bright and cheerful open-plan work environment

• Prestigious clients and highly professional and friendly co-workers

Our Client

They have continued to give top quality service to their more than satisfied clients. Their services include providing cloud based B2B integration to and not limited to retail and supply industries.

Your Responsibilities

Provide Level 1 and 2 customer/technical support for supply chain customers:

• Respond to customer inquiries via email, chat, and phone.
• Communicate clearly and professionally to resolve issues.
• Troubleshoot technical problems, gather relevant information, and elevate complex cases when needed.
• Accurately document customer interactions and resolutions in the ticketing system.
• Work with internal teams to identify recurring issues and product improvements.
• Create and maintain knowledge base articles, FAQs, and support documentation.
• Follow up on unresolved cases and provide status updates to ensure customer satisfaction.
• Maintain product knowledge and stay informed on new features and releases.
• Meet individual and team KPI targets.
• Perform other duties as assigned.
• Comply with all Information Security Management System (ISMS) policies, procedures, standards, and guidelines.

Your Background

• Minimum 2 years of customer-facing support experience in a software or technology environment.
• Experience troubleshooting software issues across different platforms.
• Proficiency with help desk, CRM, and ticketing systems.
• Knowledge of Electronic Document Standards, including EDIFACT, JSON, X12, XCBL XML, CSV, and XSLT.
• Understanding of B2B integration systems and processes.
• Experience with process adherence and continuous improvement.
• Comfortable working remotely and collaborating with international stakeholders.

Disclaimer for salary ranges. Yempo provides an indicative range of salary that we deem relevant for the advertised role. This may be adjusted for the skills and experience of the selected candidate.