Tier 1 Technical Support Specialist | Ortigas - Night Shift

Acquire Intelligence; Metro Manila; On-site; PHP 240,000 - 360,000; Full time

Benefits offered by this job

HMO coverage

Yearly Kick-Off Parties

Awards & recognition

Career growth opportunities

Employee referral program

Job summary

Acquire Intelligence is seeking a Tier 1 Technical Support Specialist for our healthcare software platform. You will provide first-line assistance to physicians, nurses, and end users, capturing details, troubleshooting software issues, and ensuring timely resolutions.

The role requires on-site work in Ortigas, Pasig City with night shift availability and full-time commitment. Candidates should have IT support experience and strong communication skills to support healthcare professionals.

Qualifications

• You have strong verbal and written communication skills.
• You demonstrate solid problem-solving and attention to detail.
• You can multitask and manage time effectively in a fast-paced environment.
• You are self-motivated, able to work independently or in a team.

Responsibilities

• Handle incoming phone, email, and portal support requests.
• Gather information, reproduce issues, and provide resolutions.
• Document case activity and follow up to ensure customer satisfaction.

Skills

Excellent communication

Problem-solving

Multitasking

Time management

Independent & collaborative

Tools

Salesforce

ServiceNow

Zendesk

Job description

TIER 1 TECHNICAL SUPPORT SPECIALIST - HEALTHCARE SOFTWARE

Ortigas, Pasig City

Night Shift | Onsite | Full-Time

Turn your technical support experience into meaningful customer impact in a healthcare technology environment. As a Tier 1 Technical Support Specialist, you will provide first-level assistance to physicians, nurses, and other end users so they can spend more time supporting patients and less time resolving software concerns.

ABOUT ACQUIRE INTELLIGENCE

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.

A SNAPSHOT OF YOUR ROLE

You will provide first-level technical support to customers of a healthcare software platform, including physicians, nurses, and other 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 customer 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 escape cases to secondary support.

• Utilize available documentation to understand and support customer 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.

WHY JOIN THE A-TEAM?

Come for a career, stay for the fun!

Here's what's waiting for you:

1. HMO coverage for you and your family

2. Epic Yearly Kick-Off Parties with major giveaways

3. Recognition through our Value Awards we celebrate your wins

4. Real career growth with opportunities for internal promotions

5. Meaningful work with talented and supportive teams

Your future matters:

1. 900+ internal promotions every year

2. Access to 2,700+ leadership training courses

Extra rewards along the way:

1. 14th Month Pay after 5 years of continuous service

2. Employee Referral Program earn up to ₱42,000 per successful hire

Enjoy work-life balance:

1. 24 Paid Time-Off Credits annually, with leave credits convertible to cash

2. Paid Birthday Leave celebrate your day your way

WHAT WE VALUE

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 results

What are you waiting for? Come for a career, stay for the fun!