SaaS Support Analyst

1 week ago

Pasay, Philippines HR TechX Corp. Full time

Join to apply for the SaaS Support Analyst role at HR TechX Corp.

Overview

Join to apply for the SaaS Support Analyst role at HR TechX Corp.

Responsibilities
  • Fielding first contact from customers to quickly get to the root of their problem.
  • Providing timely and accurate customer feedback.
  • Triaging submitted customer tickets for clarity, assignment, and categorization.
  • Assessing question or issue for resolution need.
  • Providing support in the form of procedural documentation.
  • Managing multiple cases simultaneously, ensuring all tickets receive appropriate attention.
  • Troubleshooting technical issues while identifying trends for root cause.
  • Diagnosing and determining bugs.
  • Developing and maintaining ITSM reports to provide IT Service performance detail.
  • Following up with clients to ensure the problem is resolved.
  • Other duties as assigned by leader.
Qualifications
  • 3+ years of technical support experience of Software applications, preferably proprietary SaaS based platforms.
  • Working knowledge of Relational Databases and Transact SQL.
  • Prior experience in tech support, desktop support, or a similar role.
  • The ability to take the initiative to find the root of the problem.
  • Attention to detail and good problem-solving skills.
  • Excellent interpersonal skills.
  • Good written and verbal communication.
  • Excellent verbal and written communication skills.
  • Excellent analytical and problem-solving skills.
Employment type
  • Full-time
Job function
  • Information Technology
Industries
  • Technology, Information and Internet

Location: Makati, Pasig, Manila, Quezon City, and other National Capital Region areas in the Philippines (various postings from the last 2 weeks).

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