Support Analyst

4 weeks ago

Capital District, Philippines Sinch Full time

Join to apply for the Support Analyst role at Sinch Sinch is a global customer engagement platform that provides communication services for businesses across messaging, voice, and email. Sinch's services are used by more than 150,000 businesses, including many of the world's largest tech companies. Key Responsibilities Serve as the first point of contact for support requests. Manage and resolve Level 1 and Level 2 support tickets related to billing, payments, and subscription management. Investigate and troubleshoot technical and functional issues, escalating to the Zuora Administrator when necessary. Assist with data validation and reconciliation to ensure billing accuracy. Document common issues and resolutions to enhance the knowledge base in Confluence. Participate in UAT and system testing to validate changes before deployment for Zuora enhancements and new features. Provide basic training and guidance to end-users on Zuora-related tasks. Qualifications Proven experience in a technical support, billing operations, or finance systems support role. Strong understanding of subscription billing processes and familiarity with Zuora or similar platforms. Must have basic knowledge of finance and revenue operations. Experience with ticketing systems (e.g., Jira, Zendesk) for issue tracking. Ability to investigate and resolve system-related issues independently. Excellent problem-solving and analytical skills. Strong written and verbal communication skills in English. Ability to document and share common issues, troubleshooting steps, and best practices. Self-motivated with strong attention to detail and organisational skills. Willingness to learn and grow in a fast‑paced environment. Benefits WORK FROM HOME: Our flexible remote work offering allows you to work from home, where you can be the most productive and successful. CELEBRATE YOU: By providing a day off for your birthday, we want you to take the time to celebrate the year you have had with your nearest and dearest. TAKE A BREAK: Enjoy a generous annual leave program. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation. STAY HEALTHY: We offer comprehensive market competitive medical insurance. A variety of supplemental plans are also provided to meet your individual needs. STAY CONNECTED: Receive a generous monthly home internet allowance. CARE FOR YOURSELF: Take advantage of our free virtual counselling resources through our global Employee Assistance Program. Your mental health is as important as your physical health. Diversity & Inclusion We are committed to building an engaged and talented workforce that represents an environment that is inclusive, supports flexibility and welcomes diversity. Values Our values of Dream Big, Win together, Keep it simple and Make it happen are the foundation for fostering an environment where diversity of thinking, skills and experiences are embraced, delivering innovation and better business results. If you are looking for the next opportunity in your career and want to work for a people focused, growing tech company, then Apply Now . #J-18808-Ljbffr

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