Software Support Analyst

Discover 100% YOU with MicroSourcing

Position: Software Support Analyst

Location: Global One Building, Eastwood, Quezon City

Work setup & shift: Work from home | Night Shift

Why join MicroSourcing?

You'll have:

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses.
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role:

As a Software Support Analyst, you will:

• Provide technical support for our MerchantAg and VanguardAg customers.
• Solve diverse set of system issues (from customers or internal colleagues), with focus on application functionality and data setup.
• Be inquisitive, logical, and persistent in developing troubleshooting steps to remedy technical concerns and find solutions
• Provide qualitative feedback and thoroughly document issues found within solutions while troubleshooting and track through resolution process
• Log all customer interactions in our Salesforce CRM and actively follow-up with appropriate colleagues to share real-time customer activity
• Create and escalate support tickets to the Business Management development team
• Communicate with quick turn-around response time via phone and email, in accordance with the service level commitment.
• Share knowledge within the team via documentation, on-going training, and participation in testing as needed as well as to ensure on-going improvements in quality and related services
• Encourage customer adoption of appropriate support channels (e.g., support portal)
• Stay up to date on releases and new release client communication
• Attend internal and customer meetings as requested
• Participate in other assigned projects

What You Need:

Non-negotiables

• Experience in supporting SaaS or similar.
• Previous experience with agricultural retail operations and/or enterprise resource planning (ERP) solutions
• Bachelor's degree preferred and two years' experience in similar role -or- Associates and/or technical certification and four years of related experience.
• Previous experience, and/or formal education, in financial accounting

Preferred skills/expertise

• Customer Service Orientation: Discovers and meets underlying needs of customers; Follows through on requests and complaints; Becomes a trusted advisor to the customer
• Excellent written and verbal communication: Presents oneself clearly and articulately when speaking, assuring that others fully comprehend the intended message; Uses appropriate grammar tailored to the audience
• Analytical and Critical Thinking: Review and manage data with strong attention to detail; combine facts with likely possibilities; articulate and resolve problems
• Quality Focused: A recognition of the value of doing things the right way; having a high sense of integrity and thoughtfulness in your actions
• Action Oriented: A bias for action, when you see a problem, you solve it using your technical savvy and internal resources–

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%

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