Technical Support Analyst

2 weeks ago

Cebu City, Philippines AvePoint Full time

Technical Support Analyst – AvePoint, Cebu, Philippines Location: Cebu, Central Visayas, Philippines. AvePoint is a global leader in data security, governance, and resilience, helping organizations build a robust data foundation across Microsoft, Google, Salesforce, and other collaboration environments. Overview Do you have a passion for customer satisfaction and strong technical troubleshooting skills? We’re looking for a Technical Support Analyst who can quickly become an expert in delivering solutions that solve our customers’ biggest challenges. Responsibilities Product Support: Become an expert in our product suite and work hands‑on with Microsoft technologies – including SharePoint, Office 365, Azure, SQL Server, Windows Server, and IIS. Support customers by providing solutions that resolve and simplify complex technical issues in the Microsoft Cloud, analyzing and troubleshooting software issues through internal logging and development resources. Customer Service: Utilize your knowledge of our software to deliver effective resolutions and answers to customer issues and inquiries. Become a trusted customer advocate by ensuring responses are prompt and professional, whether via phone or email. Help customers maximize product use by overcoming challenges throughout implementation and general use. Serve as the support contact for customers – regularly connecting via phone, email, and remote sessions. Analyze complex issues by reviewing product‑specific logs and utilizing root‑cause analysis skills. Oversee interdepartmental collaboration to ensure prompt delivery of customer requests. Contribute to public‑facing articles based on identified issues in our software. Learn about our technology – including release updates and new products – through on‑the‑job training and education. Qualifications BA/BS Degree in an IT‑related field (Computer Science majors preferred, but not required). 1 to 5 years of technical software support or help desk experience (preferred). Excellent written and verbal communication skills. Ability to work independently and within a highly collaborative team environment. Commitment to continuous education and a drive to stay up‑to‑date with the latest technologies. Strong interest or experience with the Microsoft technology stack (including SharePoint, Office 365, Azure, Windows Server, SQL Server, and IIS). Work Schedule: Rotating shift. Hybrid setup – 2 days WFH, 3 days onsite. Benefits HMO coverage from day 1 of employment (plus 2 free dependents). Group life insurance (upon regularization). Paid annual and sick leave (convertible into cash). Paid compassionate leave (5 days). Employee Dedication Award (years of service). Employee Referral Bonus Program. Promotion of diversity and inclusion. Business travel opportunities (top performers). Hybrid working arrangement (3 days onsite & 2 days work‑from‑home). Competitive compensation package, performance bonuses/incentives. Career growth and advancement opportunities. Terms and conditions apply. EEO Statement AvePoint is proud to employ talent from many different backgrounds, experiences, and identities. We believe that diversity and inclusion drives our success and is at the core of how we hire, communicate, and collaborate to deliver value and excellence. We are committed to fostering an environment where people can bring their whole selves to work and feel a sense of belonging, and we continue to work toward creating a workforce that represents the diversity of our customers and communities. #J-18808-Ljbffr

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