Tier 1 - Technical Support Specialist

AIPI Acquire Intelligence Philippines Inc.; Pasig; On-site; PHP 180,000 - 260,000; Full time

Benefits offered by this job

HMO coverage

Yearly kick-off parties

Value Awards recognition

Internal promotions

Leadership training courses

14th Month Pay after 5 years

Employee Referral Program

Paid Time-Off (PTO) credits

Birthday Leave

Job summary

AIPI Acquire Intelligence Philippines Inc. is seeking a Tier 1 Technical Support Specialist based onsite in Ortigas, night shift.

You will provide first-level IT support to physicians, nurses, and end users, troubleshoot software issues, and document case activity to ensure fast, effective resolutions. The role requires at least 1 year of software or IT support experience, strong communication, and the ability to work in a fast-paced team environment.

Qualifications

• At least 1 year of Software or IT Support experience in a customer-facing role.
• Ability to gather information, troubleshoot software-related concerns, and document case activity.
• Strong communication skills and attention to detail.

Responsibilities

• Customer Support Intake – handle calls, emails, and portal cases and collect necessary details.
• Troubleshooting and Resolution – use tools and knowledge bases to resolve issues or escalate.
• Case Documentation and Customer Follow-Up – log actions and ensure customer satisfaction.

Skills

Microsoft Office

CRM tools

Problem solving

Verbal & written comms

Multitasking

Team collaboration

Troubleshooting docs

Tools

Salesforce

ServiceNow

Zendesk

Job description

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?

• 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

We are recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence.

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.

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

• Proficient in Microsoft Office Suite
• Experience using case management tools such as Salesforce, ServiceNow, or Zendesk
• Demonstrate strong problem‑solving skills and attention to detail
• Excellent verbal and written communication skills
• Can provide customers with quick and accurate updates and solutions
• Can multitask and manage time effectively in a fast‑paced environment
• Self‑motivated and able to work both independently and collaboratively
• Passionate about improving troubleshooting documentation and support processes

Work Schedule and Location

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

CORE 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 results

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