SaaS Support Analyst

3 days ago

Pasay, National Capital Region, Philippines HRTX Full time ₱400,000 - ₱600,000 per year
  • 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

Qualification

  • 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

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