Tier 1 Support Analyst - Client Tech Troubleshooter

Acquire Intelligence; Pasig; On-site; PHP 400,000 - 520,000; Full time

Job summary

Acquire Intelligence is seeking a Support Analyst – Tier 1 to be the first point of contact for clients, delivering expert assistance across phone and email channels. You will troubleshoot software issues and log interactions in our ticket system.

You will collaborate with internal teams, escalate where needed, and explain technical concepts in plain language while maintaining professionalism and client focus.

Qualifications

• Bachelor’s degree (preferred) in a software or technical field.
• Training in CS, Engineering, MIS, or IT is an advantage.

Responsibilities

• Provide high-quality customer support to software clients via phone and email.
• Troubleshoot and resolve technical software issues.
• Lead troubleshooting conference calls with clients.
• Log and document all interactions in the Customer Support Ticket Tracking System.
• Communicate effectively with clients, internal teams, and partners.
• Escalate unresolved issues to appropriate teams to ensure swift resolution.
• Manage multiple priorities and deliver timely and accurate client feedback.

Skills

Customer service

Communication

Collaboration

Problem solving

Microsoft Office

Attention to detail

Education

Bachelor's in software/technical field

CS/Engineering/MIS/IT training

Tools

Salesforce

Trailhead

CRM systems

Ticket systems

Job description

Acquire Intelligence is seeking a Support Analyst – Tier 1 to be the first point of contact for clients, delivering expert assistance across phone and email channels. You will troubleshoot software issues and log interactions in our ticket system.

You will collaborate with internal teams, escalate where needed, and explain technical concepts in plain language while maintaining professionalism and client focus.