Technical Support Specialist

7 days ago

Quezon City, National Capital Region, Philippines MicroSourcing Full time

Discover your 100% YOU with MicroSourcing
Position: Technical Support Specialist

Location: Global One, Eastwood, Libis, Quezon City, Philippines

Work setup & shift: Flexible work setup | 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 Technical Support Specialist You Will

  • First level Support for Incident Management and Sustain teams
  • Ability to build rapport with customers and other functional teams to determine problem in efficient, friendly manner
  • Escalate more challenging issues to next level teams
  • Report process failures with team and to manager
  • Manage client communications and/or escalate as required
  • Investigate, diagnose, research, correct, and redirect discrepancies
  • Document all client interactions, product defects and suggestions in CRM and trouble ticket systems
  • Create reports in Word, Excel, SQL to report on initiatives status, client report and project data
  • Collaborate with the product team(s) to review status of programs and release schedules of future revisions
  • Troubleshoot and diagnose system issue
  • Notify level II staff of alerts and outages
  • Send maintenance notification to stakeholders
  • Document departmental workflows and processes
  • Engage next level support staff as needed
  • Provide regular follow up and feedback to stakeholders on outstanding requests, 2 years of solid customer service experience

What You Need:
Non-negotiables

  • Experience with API's / web-based services.
  • Have experience providing customer support with SAAS are preferred.
  • Technical Service Support experience
  • Have previous experience providing technical support for software.
  • Have experience with SQL and/or experience with web-based applications/API's are also preferred skills/experience.
  • This role requires flexible hours which may at times include OT, including occasionally working weekends

–

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%

For more information, visit

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