Applications Support Specialist

Position Title: Applications Support Specialist

Work Set Up: Onsite

Schedule: 9:00 PM - 6:00 AM PHT

Job Location: Clark Outsourcing - Building 35 Philexcel Business Park, Clark Pampanga

Quick Rundown:
Provide support for our SaaS product offerings to our customers via phone, email, and issue management systems. Help customers troubleshoot issues. Work with the development team to recreate issues and test fixes. Manage support calls from beginning to end to ensure high-quality customer experiences. Create documentation for customers and support staff.

What You'll Do:

• Correspondence via phone, email, and ticketing system.

• Troubleshoot application, data and process issues with step-by-step instructions to reproduce and fix errors.

• Self-managed and independent worker, able to work with little supervision. Work independently and in a team.

• Ability to clearly and concisely summarize application/technical issues, search appropriate documentation and ticket history for solutions and apply them to new tickets.

• When required, document troubleshooting steps for a clean hand off to higher tier teams

• Ensure high-quality customer experiences through excellent communication and follow-through. Read and write product/technical documentation.

• Able to empathize with customers experiencing issues. Able to prioritize and escalate issues to the development team. Able to speak to both business and technical audiences.

• Training of customers on application use, functionality, data quality and reporting and help them resolve application issues

• Create training materials and document solutions to incidents as they arise

• Able to learn quickly.

• Familiar with cloud technologies. Azure preferred.

• Scripting or programming experience is desirable, particularly SQL and TSQL queries for Microsoft SQL Server.

• Desire to take on additional responsibilities.

• Will need to become knowledgeable on Texas Property Tax Code

What Were Looking For:

• Bachelors degree or equivalent work experience (2-4 years in a related field).

• Excellent written and spoken English.

• Basic math skills, including handling common units for money and measurement.

• Strong problem-solving and analytical skills; able to interpret instructions in various formats.

• Prior IT support experience preferred, especially with SLAs and ticketing systems like Freshservice.

• Skilled in handling structured data (e.g., Excel, CSV) and resolving data-related issues.

• Proficient in Microsoft Office and Windows 10; scripting or programming is a plus.

• Familiarity with technical tasks like log analysis, VM troubleshooting, and system maintenance is an advantage.

Why You'll Love Joining the CO Fam

At Clark Outsourcing, were redefining what it means to work in a BPO. This isn't your regular office setup-its where careers flourish, friendships grow, and fun is always part of the deal. Our culture is unmatched (seriously, our team swears by it), and we promise you'll have to experience it yourself to believe it.

Here's what's in store for you:

Health and Welfare Benefits: HMO with prescription coverage, SSS, PhilHealth, Pag-IBIG, 13th-month pay, retirement benefits, and more.

Beyond Work: Enjoy our in-office swimming pool (lowkey flex), CO Club gaming lounge, CSR involvement through CO Stars, scholarship programs, and access to CO Academy for growth.

Travel Opportunities: We send at least 20 staff per year to visit our clients in the US, UK, and Australia, giving you international exposure and experience.

Leave Benefits: Paid holidays, Earned PTO on your first month, Wellness leave (no questions asked), plus special leaves like bereavement, parental leave, and Magna Carta leave.

Extra Perks: Salary loans up to PHP 1M (via BPI), CO Swag Bag, birthday and anniversary tokens, and our COol & flexible workplace.

Growth and Recognition: Yearly performance appraisals, career advancement programs, CO League events, and guidance from our amazing Coaches

At CO, its not just about work -- it's about loving where you work. Ready to experience the best workplace ever? We cant wait to welcome you to the team