L2 Technical Support Analyst

3 days ago

Manila, National Capital Region, Philippines Your Employee Offshore ( Yempo ) Inc. Full time ₱900,000 - ₱1,200,000 per year

We have an exciting dayshift opportunity available for a Technical Support Analyst (EDI). Work from home or the office – you choose

When you join Yempo, you'll receive the following fantastic benefits:

  • Highly competitive salary – paid weekly

  • HMO enrollment on commencement

  • Additional HMO dependents added each year of service

  • 20 vacation days per year; 7 sick days

  • Annual performance bonuses and incentives

  • Annual salary reviews and increases

  • Free cooked rice, snacks and hot drinks

  • Company polo shirts provided

  • Fantastic, bright and cheerful open-plan work environment

  • Prestigious clients and highly professional and friendly co-workers

Our Client

They have continued to give top quality service to their more than satisfied clients. Their services include providing cloud based B2B integration to and not limited to retail and supply industries.

Your Responsibilities

This role is to provide Level 1 and 2 customer/technical support for this client's supply chain customers.

  • Respond promptly to customer inquiries via email, live chat, or phone.

  • Provide clear, concise, and friendly communication to resolve customer issues.

  • Troubleshoot technical issues, gather relevant information, and escalate complex problems to technical support or development teams as needed.

  • Document customer interactions and resolutions accurately in the support ticketing system.

  • Collaborate with internal teams to identify and address recurring issues or areas for improvement in the product.

  • Contribute to creating and updating knowledge base articles, FAQs, and support resources.

  • Ensure customer satisfaction by following up on unresolved queries and providing status updates.

  • Maintain a strong understanding of the software and stay updated on new features and releases.

  • Meet individual KPIs and contribute to the achievement of team KPIs.

  • Other duties as directed. Check document ID of the document reflected in

Your Background

  • At least two years in a customer facing support role in a software or technology environment.

  • Familiarity with troubleshooting software issues on various platforms.

  • Proficiency with help desk software, CRM systems and ticketing systems.

  • Knowledge of Electronic Document Standards (EDIFACT, JSON, X12, XCBL XML, CSV)

  • Relational database knowledge and design (SQL), BPM, JavaScript/VBScript, XML, XPath and XSLT

  • Understanding of B2B Integration systems and practices.

  • Process adherence and improvement.

  • Remote working and interaction with foreigners.

  • Programming background is highly desirable.

Disclaimer for salary ranges. Yempo provides an indicative range of salary that we deem relevant for the advertised role. This may be adjusted for the skills and experience of the selected candidate.

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