Tier 1 - Technical Support Specialist

Acquire.AI; Pasig; On-site; PHP 335,000 - 502,000; Full time

Benefits offered by this job

HMO coverage for you and your family

Job summary

Acquire Intelligence in Pasig is hiring a Tier 1 Technical Support Specialist to provide first-level IT and software support for DoseSpot in a healthcare technology environment. You will interact with physicians, nurses, and end users, gather case details, and document resolutions while delivering timely support in a fast-paced setting.

The role requires at least one year in software or IT support, proficiency with ticketing systems like Salesforce, ServiceNow, or Zendesk, and strong

Qualifications

• At least 1 year of software or IT support experience in a customer-facing role.
• Proficient with Microsoft Office Suite and common ticketing tools.
• Strong problem-solving abilities and attention to detail.

Responsibilities

• Accept incoming phone, email, and portal cases and gather details.
• Troubleshoot software issues and escalate when needed.
• Document steps and resolutions, and follow up for satisfaction.

Skills

Problem-solving

Communication

Time management

Teamwork

Self-motivated

Tools

Microsoft Office Suite

Salesforce

ServiceNow

Zendesk

Job description

## Tier 1 - Technical Support SpecialistApplylocations: Pasig Citytime type: Full timeposted on: Posted Todayjob requisition id: R12728We’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 escalate 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:* **Curious and Clever:** Smart questions spark smart solutions* **Entrepreneurial Energy:** Think like an owner. Solve like a founder* **Fast with Intent:** We move fast and deliver real results* **Laugh and Learn:** We don’t take ourselves too seriously, just our resultsWhat are you waiting for? Come for a career, stay for the fun!Join the A-Team and experience the A-Life!