Support Analyst

2 days ago

Cebu City, Central Visayas, Philippines HRT People Solutions, Inc. Full time ₱15,000 - ₱25,000 per year

We are looking for two (2) Support Analysts for our client in the BPOindustry.

Responsibilities:

  • Timely and accurate routing of incoming cases to the appropriate owner
  • Troubleshooting/investigation of customer-reported issues and questions
  • Communication and analysis of relevant concepts, configuration setups, and product information
  • Positioning and accommodation of relevant customer capabilities and services
  • Escalation handling, prioritization, communication, and customer advocacy for resolving functional issues
  • Enablement and engagement with colleague teams – Education, Customer Success, Service Delivery, Sales – to recognize and identify action opportunities and optimize collaboration to enhance customer experience
  • Time-specific shift attendance and resource schedule compliance for coverage purposes. Occasional shifted and off-hours tasks may be required
  • Ability to be successful in self-management and discipline towards attendance, communication quality, and team participation
  • Voice and video meetings with customers and colleagues

Qualifications and Skills:

  • Familiar general knowledge of modern web technology and accessibility – e.g., Server-client relationship, DOM, REST API, HTML/CSS/Javascript stack, HTTP statuses, modern web browsers and operating systems, mobile applications/device types, SaaS/PaaS architecture, etc.
  • Familiar knowledge of software development lifecycle – from roadmap to development to QA to deployment
  • Experience with relational database structures (SQL, SOQL, etc), techniques and considerations for traversing related data tables/objects
  • Sound communication skills including business writing and excellent spoken and written English
  • Ability to articulate technical concepts into concise and understandable explanations for a less technical reader
  • Positive and service-oriented attitude
  • Demonstrable skill in analysis or technical problem solving
  • Self-management, ability to maintain productivity and quality without constant direct supervision
  • Ability to thrive in a fast-paced and sometimes high-pressure environment
  • Hold or be studying a computer science or software engineering related degree or comparable and demonstrable knowledge of key concepts
  • Specific knowledge of Salesforce, SOQL, Apex, VisualForce, and the master-detail object model are a significant plus, though not required

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