Tier 1 - Technical Support Specialist

Acquire Intelligence

Pasig

On-site

PHP 268,000 - 402,000

Full time

14 days+

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Benefits offered by this job

HMO coverage for you and your family

Epic Yearly Kick-Off Parties

Value Awards

Career growth opportunities

Leadership training courses

14th Month Pay after 5 years

Employee Referral Program

Paid Time-Off credits

Paid Birthday Leave

Job summary

Acquire Intelligence, an award-winning global outsourcer, is seeking a Tier 1 Technical Support Specialist to provide first-level assistance for DoseSpot in a healthcare technology environment. This onsite role is based in Ortigas and operates on a night shift, serving physicians, nurses, and end users to keep patient care flowing.

You will gather information, troubleshoot software issues, document case activity, and deliver timely resolutions that meet client expectations, within a

Qualifications

Education and experience combined to perform role effectively.
1+ year of software or IT support experience in a customer-facing role.
Familiarity with case management tools and documenting interactions.

Responsibilities

Handle incoming calls, emails, and portal cases; gather necessary details.
Troubleshoot software issues using documentation and knowledge bases; escalate when needed.
Document case details and follow up to ensure issue resolution and client satisfaction.

Skills

Verbal and written communication

Problem-solving

Attention to detail

Multitasking

Self-motivation

Team collaboration

Education

Equivalent education/training

Tools

Microsoft Office Suite

Salesforce

ServiceNow

Zendesk

Job description

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

TIER 1 - TECHNICAL SUPPORT SPECIALIST

Onsite | Ortigas | Night Shift

Turn your technical support experience into meaningful customer impact in a healthcare technology environment.

As a Tier 1 Technical Support Specialist supporting DoseSpot, you will provide first-level assistance to physicians, nurses, and end users so they can spend more time with patients and less time managing prescriptions.

COMPANY OVERVIEW

At Acquire Intelligence, our mission is to help business work smarter.
We bring together the best people, efficient processes, and automation to help companies grow faster and operate with confidence. Our purpose is to simplify how businesses work, improve performance, and lead meaningful change across the globe. If you’re passionate about making a real impact through innovation and collaboration, Acquire Intelligence is the place to grow your career.

WHY JOIN THE A-TEAM?

Come for a career, stay for the fun!

Here’s what’s waiting for you:

HMO coverage for you and your family
Epic Yearly Kick-Off Parties with major giveaways
Recognition through our Value Awards — we celebrate your wins
Real career growth with opportunities for internal promotions
Meaningful work with talented and supportive teams

Your future matters:

900+ internal promotions every year
Access to 2,700+ leadership training courses

Extra rewards along the way:

14th Month Pay after 5 years of continuous service
Employee Referral Program — earn up to ₱42,000 per successful hire

Enjoy work-life balance:

24 Paid Time-Off Credits annually, with leave credits convertible to cash
Paid Birthday Leave — celebrate your day your way

ROLE SNAPSHOT

You will provide first-level technical support to DoseSpot customers, including physicians, nurses, and end users.

Working in a team-focused and collaborative environment, you will gather information, troubleshoot software-related concerns, document case activity, and provide efficient resolutions that meet or exceed client expectations.

WHAT YOU’LL DO

Customer Support Intake

Accept incoming phone support calls, support emails, and inbound support cases through the customer community portal.
Work with customers to gather information, request pertinent details, and assess issues.

Troubleshooting and Resolution

Leverage various tools, documentation, and knowledge bases to assist customers with resolutions or elevate cases to secondary support.
Utilize available documentation to understand and support client software applications.

Case Documentation and Customer Follow-Up

Accurately record case details, troubleshooting steps, and resolutions in the case management system.
Follow up with customers to ensure issue resolution and satisfaction.

A BIT ABOUT YOU

Education and Experience

You have an equivalent combination of education, training, and experience that provides the knowledge, skills, and abilities required to perform the role effectively.
You have at least one year of Software or IT Support experience in a customer-facing role.

Technical and Customer Support Skills

You are proficient in Microsoft Office Suite.
You have experience using case management tools such as Salesforce, ServiceNow, or Zendesk.
You demonstrate strong problem-solving skills and attention to detail.
You have excellent verbal and written communication skills.
You can provide customers with quick and accurate updates and solutions.
You can multitask and manage your time effectively in a fast-paced environment.
You are self-motivated and able to work both independently and collaboratively.
You are passionate about improving troubleshooting documentation and support processes.

Work Schedule and Location

You must be based in the Philippines.
You must be able to work onsite.
You must be willing to work shifting schedules, including weekends or holidays, depending on customer needs.

CORE VALUES

We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values: