Technical Support Specialist

MicroSourcing; Manila; On-site; PHP 335,000 - 603,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Above-market compensation

Job summary

MicroSourcing, a leading offshore managed services provider in the Philippines, seeks a Technical Support Specialist to support dairy management and supply chain software, including mobile apps, analytics dashboards, and manufacturing systems. The role is remote with a night-shift schedule.

You will reset passwords, create user accounts, train new users, troubleshoot issues, generate reports, log interactions in CRM, and collaborate with implementation, managed services, and development teams to

Qualifications

• Minimum 2 years in Technical Support, Help Desk, or similar customer-facing role.
• Experience supporting SaaS applications and ticket management processes.
• Excellent verbal and written communication with strong customer service orientation.
• Proficiency with Microsoft Office (Excel, Word, PowerPoint).

Responsibilities

• Provide technical assistance for dairy management and supply chain software solutions, including mobile apps and dashboards.
• Reset passwords, create user accounts, and maintain system templates across SaaS platforms.
• Train and onboard new users while delivering high-quality customer support.
• Investigate, troubleshoot, and resolve system and data-related issues; perform root-cause analysis.
• Generate reports and address inquiries using internal systems and databases.
• Log interactions in CRM and escalate tickets to development teams when needed.
• Communicate with customers via phone and email per SLAs.
• Collaborate with implementation, project management, managed services, and development teams.
• Maintain support documentation and contribute to knowledge sharing.
• Participate in on-call rotations, including nights, weekends, and holidays.

Skills

Troubleshooting

SaaS support

MS Office

CRM / ticketing

Communication

Time management

On-call rotation

Education

Bachelor's degree

Tools

CRM software

Dashboard tools

Job description

Discover your 100% YOU with MicroSourcing!

Position: Technical Support Specialist

Location: Philippines

Work setup & shift: Work From Home | Night Shift

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
• 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

• Provide technical assistance and support for dairy management and supply chain software solutions, including mobile applications, analytics platforms, dashboards, and manufacturing systems.
• Reset passwords, create user accounts, configure customer profiles, and maintain system templates across multiple SaaS platforms.
• Train and onboard new users while delivering a high-quality customer experience.
• Investigate, troubleshoot, and resolve system, application, and data-related issues through logical problem-solving and root-cause analysis.
• Generate reports and address customer inquiries using internal systems and databases.
• Log customer interactions in CRM platforms and create or elevate support tickets to development teams when necessary.
• Communicate with customers via phone and email while adhering to established service level agreements (SLAs).
• Collaborate with internal teams including implementation, project management, managed services, and development to ensure effective issue resolution.
• Maintain support documentation, contribute to knowledge-sharing initiatives, and participate in testing activities.
• Stay informed on software releases and provide support during scheduled on-call rotations, including nights, weekends, and holidays.

What You Need

Non-negotiables

• At least 2 years of experience in a Technical Support, Help Desk, Service Desk, or similar customer-facing technical support role.
• Strong troubleshooting and problem-solving skills with the ability to investigate and resolve software and system-related issues.
• Experience supporting SaaS applications, user account administration, and ticket management processes.
• Excellent verbal and written communication skills with a strong customer service orientation.
• Proficiency in Microsoft Office applications, particularly Excel, Word, and PowerPoint.
• Experience using CRM, ticketing, or customer support platforms.
• Strong organizational, time management, and multitasking abilities.
• Willingness to work on a rotating on-call schedule, including weekends and holidays.

Preferred Skills/expertise

• Bachelor's degree in Information Technology, Computer Science, Business, or a related field.
• Experience supporting supply chain, manufacturing, logistics, ERP, or industry-specific software solutions.
• Familiarity with data analysis, reporting, and dashboard tools.
• Experience creating training materials and conducting end-user training sessions.
• Knowledge of database applications and basic data troubleshooting.
• Exposure to implementation, project coordination, or managed services environments.
• Understanding of business processes related to manufacturing, agriculture, or supply chain operations.
• Experience working in a fast-paced, customer-centric support environment.

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.