Technical Support Specialist

Tricentis UK; Philippines; Híbrido; PHP 480 000 - 600 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Market competitive salary + bonus

Day 1 HMO coverage with 3 dependents

Hybrid work arrangement (3x Onsite, 2x

Resumo da oferta

Tricentis Philippines is seeking a Technical Support Specialist to analyze, troubleshoot, and resolve technical inquiries for Tosca, qTest/Vera and NeoLoad licenses and delivery models. You will manage license provisioning and communications with customers, ensuring accurate records and timely responses.

You will collaborate with diverse teams, be trained on the Tricentis platform, and contribute to excellent customer experiences through multi-channel support and proactive issue resolution.

Qualificações

• Bachelor's degree in CS/IT/CE.
• 3+ years in technical/customer-facing support.
• Strong SDLC/STLC and licensing concepts knowledge.
• Customer-centric attitude with excellent communication and ITIL exposure.

Responsabilidades

• Provide customer-facing support via self-service portal, emails, chats, and calls.
• Collaborate with customers and internal partners to deliver excellent license provisioning and technical support.
• Be trained in Tricentis Continuous Testing Platform (Tosca, qTest, NeoLoad, Vera, etc.).
• Provide timely license operations, onboard new clients, and resolve license issues.
• Analyze request and incident trends and coordinate across departments.

Conhecimentos

3+ yrs exp

SDLC/STLC knowledge

Licensing concepts

Customer focus

ITIL knowledge

Communication skills

Formação académica

Bachelor's degree in Computer Science / Information Technology / Computer Engineering

Descrição da oferta de emprego

JOB SUMMARY:

As a Technical Support Specialist, you will be responsible for the analysis, processing, troubleshooting, technical recommendation and resolution of technical inquiries, cases and requests from our customers who uses our products namely Tosca, QTest/Vera and Neoload. The role also requires a good understanding of license provisioning and delivery model of a Software-As-A-Service product and will be responsible for creation, administration, and distribution of software licenses, as well as handling related customer communication.

RESPONSIBILITIES:

The Support responsibilities include but is not limited to the following;

The role is \"customer-facing\" support role and will require interactions via our self-service portal, emails, chats, and a few inbound calls. Collaboration with customers and internal partners to deliver an excellent customer experience from license provisioning to technical support.

The ideal candidate should be flexible, detail-oriented, have a strong support background and highly skilled at working with customers directly. The position requires willingness to be trained in one of Tricentis' Continuous Testing Platform which include but is not limited to the following: Tosca, qTest, NeoLoad, LiveCompare, Vera, Test Automation, Testim and Data Integrity.

Provide timely customer support, manage end-to-end license operations and delivery, maintain accurate records, help onboard new clients, resolve license-related issues, analyze request and incident trends, and coordinate across departments.

QUALIFICATIONS/REQUIREMENTS:

• Bachelor's degree in Computer Science, Information Technology or Computer Engineering.


• Minimum of 3+ years of relevant experience in either technical, application, product support or license delivery in a customer facing role.


• A very good understanding of Software Development Life Cyle and Software Testing Life Cyle concepts. In addition, knowledge of licensing technologies and delivery model is an advantage.


• Customer-centric attitude with the ability to make sound decisions based on customer needs and product knowledge. Must be detail oriented and has a structured approach in problem solving.


• Excellent verbal and written communication skills, with a strong ability to engage effectively with customers and business partners. Proven experience in applying ITIL best practices, particularly in technical support and license request fulfillment, is highly desirable.

WHAT YOU'LL GET:

• Market competitive salary + success-oriented bonus.


• Day 1 HMO coverage with 3 free dependents.


• Hybrid work arrangement (3x Onsite, 2x WFH)


• Work with the market leader in model-based automation testing.


• Supportive and engaged leadership team.

OUR CORE VALUES:

• Run towards change: Challenge the status-quo.


• Serve our customers & communities: Create a positive experience with each interaction.


• Solve problems together: We win or lose as one team.


• Think big & believe: Set extraordinary goals and believe you can achieve them.


• Move fast: Create momentum and efficiency.


• Demonstrate self-awareness: Own your own strengths and limitations.


• Finish what we start: Do what we say we are going to do.

Tricentis is proud to be an equal opportunity workplace. Qualified applicants will receive consideration for employment without regard to race, color, ethnicity, gender, religious affiliation, age, sexual orientation, socioeconomic status, or physical and mental disability and other statuses protected by law.

Global Sanctions Compliance

We comply with all applicable global sanctions and export control laws. Candidates must not be listed on any government restricted party lists (including OFAC SDN List and U.S. Commerce Department restricted lists) and must certify that their employment would not violate any sanctions or export control regulations. Candidates must notify us of any changes to their status during the application process or subsequent employment.