Product Support Analyst

4 weeks ago

Iloilo City, Philippines GECO Asia Pte Ltd Full time
Product Support Analyst

We are expanding our support operations and seeking a detail-oriented, technically capable Product Support Analyst to join our growing team. This position plays a critical role in managing the initial triage of product-related tickets escalated from our frontline helpdesk. You will serve as the first line of technical escalation, ensuring that each issue is accurately assessed, prioritized, and routed to the appropriate teams for resolution.

Key Responsibilities

  • Review and triage incoming tickets from the refer queue, ensuring proper categorization and prioritization.
  • Conduct initial investigations using internal tools, system logs, and documentation to determine appropriate next steps.
  • Provide preliminary technical analysis and clarification to minimize unnecessary escalations.
  • Collaborate closely with product teams, QA, and developers to facilitate timely and accurate issue resolution.
  • Maintain clear, detailed ticket notes to support downstream teams and ensure full traceability.
  • Identify recurring issues and contribute to root cause analysis and process improvement initiatives.
  • Support internal documentation efforts by contributing to knowledge bases and triage guides.

Requirements

General:

  • Strong analytical and problem-solving skills with keen attention to detail.
  • Proficient in both written and spoken English (minimum B2 level).
  • Experience using ticketing systems such as Jira or ServiceNow, and familiarity with escalation workflows.
  • Ability to interpret logs, error messages, and system behaviors to inform triage decisions.
  • Excellent communication skills and ability to collaborate effectively with remote teams.
  • Self-motivated and capable of managing a high-volume ticket queue independently.
  • Willingness to work shift hours to ensure overlap with UK business operations.

For Mid-level Candidates:

  • Minimum of 2 years’ experience in QA, software testing, or a similar role, ideally within the insurance or financial services sectors.

For Graduate/Entry-Level Candidates:

  • Must hold a technical degree or equivalent qualification.
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