Technical Support Specialist

MicroSourcing; Metro Manila; On-site; PHP 420,000 - 540,000; Full time

Job summary

MicroSourcing in Manila is seeking a proactive IT support specialist to interact daily with end users, IT teams, and vendors via email and phone/screenshare. You will apply Mediaocean knowledge to interpret and resolve client issues while maintaining a solid understanding of our clients, products, and services.

You will support back-end applications such as Spectra NA/EMEA and Prisma globally, assist with API and FTP issues, collaborate with global teams on projects, and ensure SLAs are met.

Qualifications

• Experience interpreting and resolving client support issues using Mediaocean.
• Maintain knowledge of clients, products and services.
• Provide support for Spectra NA/EMEA and Prisma globally; assist with API/FTP issues.
• Coordinate with internal teams to resolve issues and meet SLAs.

Responsibilities

• Interact daily with end users, IT teams, and vendors via email and phone/screenshare.
• Apply knowledge of Mediaocean applications to interpret and resolve client issues.
• Support back-end applications Spectra NA/EMEA and Prisma globally; assist with API and FTP issues.
• Collaborate with global teams on projects and system issues.
• Comply with internal and external SLAs and strive to meet metrics.
• Manage and monitor escalated system issues.

Skills

Mediaocean

Client support

API integration

FTP troubleshooting

Spectra

Prisma

SLA compliance

Escalation management

Cross-team collaboration

Data interpretation

Shift flexibility

Tools

Spectra (NA/EMEA)

Prisma

API

FTP

Job description

Interact daily with end users, including IT teams, and 3rd party vendors, via email and phone/screenshare

• Apply knowledge of Mediaocean applications to effectively interpret and resolve client support issues.
• Maintain an understanding of clients, products, and services.
• Maintain a comprehensive understanding and support the back-end applications suite, specifically versions of Spectra in NA/EMEA, Prisma globally, and provide support related to API and FTP issues.
• Work closely with different internal teams globally, both on the resolution of support issues as well as communication on key projects and system issues
• Comply with internal and external SLAs and strive to meet and exceed established support metrics.
• Manage and monitor escalated system issues.
• Flexibility to work on various shifts as needed to support our clients globally.
• Understand how clients consume and use data, and work with internal teams to anticipate and execute on our clients' unique needs
• Collaborate with internal teams to complete client-related projects
• Gather and prioritize Key Performance Indicators and report to upper management.