Technical Support Specialist (L2) – SaaS Exp

Creathink Solutions.Inc; Metro Manila; Remote; PHP 420,000 - 780,000; Full time

Benefits offered by this job

Flexible work setup (WFH)

Regular Mon-Fri schedule

Competitive salary package

Job summary

Creathink Solutions.Inc is seeking an Application Support Specialist to provide technical support and maintenance for business applications, ensuring optimal performance and user satisfaction.

You will troubleshoot issues, support end users, and collaborate with development and IT teams to maintain smooth production operations and data integrity.

Qualifications

• 3+ years in SaaS technical or application support in production.
• 3+ years in Technical Support and application support.
• Strong knowledge of SQL and data troubleshooting.

Responsibilities

• Provide first- and second-level support for business applications
• Manage complex data conversions from multiple legacy systems into cloud MSSQL databases
• Supporting customers with troubleshoot of technically complex issues
• Log, monitor and manage customers’ incidents, requests and tasks to ensure that Service Level Agreement targets are met
• Determine the nature of incidents, requests and tasks, and delegate, prioritize and allocate to the relevant support team if unable to resolve
• Provide 'Incident Ownership' from point of logging to resolution
• Providing support for software installation and configuration
• Diagnose, document and communicate complex product bugs and feature requests
• Provide post-migration support and verification to ensure data accuracy and system stability

Skills

SQL queries

Incident management

Customer service

SaaS support

APIs troubleshooting

Communication

Tools

MSSQL

Cloud databases

Data migration tools

Job description

The Application Support Specialist is responsible for providing technical support and maintenance for business applications to ensure optimal performance and user satisfaction. This role involves troubleshooting application issues, supporting end users, collaborating with development and IT teams, and ensuring applications operate smoothly in a production environment.

Working closely with development and support team you will be provide practitioners and their staffs with support and training which ultimately to help them better manage their patient relationships and business operations. You will also work proactively as a collaboratively team member to ensure we create a positive and effective experience to others.

Responsibilities:

• Provide first- and second-level support for business applications
• Manage complex data conversions from multiple legacy systems into cloud MSSQL databases
• Supporting customers with troubleshoot of technically complex issues
• Log, monitor and manage customers’ incidents, requests and tasks to ensure that Service Level Agreement targets are met
• Determine the nature of incidents, requests and tasks, and delegate, prioritize and allocate to the relevant support team if unable to resolve
• Provide 'Incident Ownership' from point of logging to resolution
• Providing support for software installation and configuration
• Diagnose, document and communicate complex product bugs and feature requests

Requirements:

• Minimum 3 years of experience in SaaS (Software as a Service) technical or application support, with demonstrated experience supporting cloud-based applications in a production environment.
• 3+ years of experience working in a Technical Support environment and application support
• Good knowledge of SQL and ability to write SQL queries to troubleshoot and manipulate data.
• Good communication and customer service skills along with a strong work ethic and a high attention to detail
• Knowledge of multiple operating systems & web browsers, including Windows, Mac, Chrome Firefox, Safari
• Good knowledge of SQL procedures to support data ingestion, improving data quality and consistency
• Understanding of incident management and ITIL processes
• Analyze API requests/responses, logs, and migration results to identify root causes of issues
• Assist clients during data migration activities, including data validation, reconciliation, and issue resolution
• Ensure incidents, service requests, and migrations meet agreed SLAs and timelines
• Provide post-migration support and verification to ensure data accuracy and system stability

WHAT DO WE OFFER:

• Competitive Compensation:
  • Very attractive salary packages
  • Flexible Medical Benefit
  • Annual Leaves

• Regular Work Schedule: Monday-Friday
• Work Set up: Flexible work setup arrangement, WFH
• Engaging Work: Each day offers fresh opportunities and unique challenges that keep your work engaging and rewarding
• Team Collaboration: Join a supportive team, where your insights and contributions are valued
• Inclusivity: Be part of an inclusive and diverse workplace that values your contribution.