Technical Support Analyst - REMOTE

Lewis Personnel Management; Metro Manila; Remote; PHP 279,000 - 502,000; Full time

Job summary

Lewis Personnel Management is seeking a Tier 1 technical support analyst in Metro Manila / remote work M-F to investigate data discrepancies and assist customers with reporting questions.

You will analyze reports, use Excel extensively, and collaborate with Product, Engineering, and CSM teams to ensure accurate data delivery. A data analytics or CS degree is preferred along with strong communication skills and experience with support tools.

Qualifications

• Degree in data analytics, CS or related field.
• Strong Excel skills: pivot tables, VLOOKUP, filters.
• Excellent customer service and communication skills.
• Strong analytical, detail-oriented problem solving.

Responsibilities

• Investigate and resolve data discrepancies from reports and source data.
• Use Excel pivot tables, formulas, and lookups to validate data.
• Respond to customer inquiries via tickets, email, or calls with clarity.
• Provide Tier 1 support for reporting, integrations, and data questions.
• Document findings and escalate complex issues with steps.
• Collaborate with Product, Engineering, and CSM teams on data delivery.
• Explain metrics, definitions, and reporting logic to customers.

Skills

Excel

SQL basics

Data analysis

Customer communication

Attention to detail

Time management

Ad tech concepts

Reporting tools

Education

Bachelor's degree in Data Analytics or CS

Tools

Zendesk

Jira

Freshdesk

Job description

Location: Metro Manila, Philippines | Remote (M-F)

Employment type: Full-time | Night Shift
About the role

This is a Tier 1 technical support role focused on investigating and resolving customer-reported data discrepancies. You will analyze reports, metrics, and source data to identify variances, provide technical support for reporting and data-related questions, and collaborate with Product, Engineering, and CSM teams to ensure accurate and consistent data delivery.

Key responsibilities

• Investigate and resolve customer-reported data discrepancies by analyzing reports, metrics, and source data
• Use Excel extensively (pivot tables, formulas, lookups, filters) to validate data and identify variances
• Respond to customer inquiries via ticketing systems, email, or calls with clear, timely, professional communication
• Provide Tier 1 technical support for reporting, integrations, and data-related questions
• Document findings, resolutions, and recurring issues to improve internal knowledge bases
• Escalate complex or unresolved issues to Tier 2/Engineering with clear reproduction steps and analysis
• Collaborate with Product, Engineering, and CSM teams to ensure accurate and consistent data delivery
• Help customers understand metrics, definitions, and reporting logic

Qualifications

• Degree in Data Analytics, Computer Science, or a similar related field
• Strong Excel skills, including pivot tables, VLOOKUP, basic formulas, and data filtering
• Excellent customer service and communication skills, with the ability to explain technical concepts clearly
• Strong analytical and problem-solving abilities with high attention to detail
• Comfort working with large datasets and identifying inconsistencies
• Ability to manage multiple tasks effectively in a fast-paced environment
• Practical understanding of SQL or reporting tools
• Preferred: Exposure to ad tech concepts such as impressions, clicks, revenue, viewability, or attribution
• Preferred: Familiarity with digital advertising platforms (e.g., DSPs, SSPs, ad servers)
• Preferred: Experience working with support workflows or ticketing systems (e.g., Zendesk, Jira, Freshdesk)

Job Ref: RH-TT