CRM Support Analyst

4 days ago

Manila, National Capital Region, Philippines Outsourced Full time ₱300,000 - ₱450,000 per year

Job Description
Company Description
is a leading ISO certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals.

*The Client*
Established over 35 years ago, the organisation began as a small team of programmers supporting local industries in their transition to digital systems. It has since evolved into a recognised global software provider, delivering innovative ERP solutions that drive digital transformation for businesses in Australia and internationally.

The Role
We are seeking a motivated and customer-focused Level 1–2 CRM Support Analyst to join our growing team. This role is critical in providing frontline support to clients, resolving technical issues, and ensuring a seamless customer experience. You'll be the first point of contact for client queries, managing tickets, troubleshooting, and escalating issues where required, while also contributing to process improvements and user training.

Responsibilities

  • Respond to client inquiries and support requests via phone, email, or ticketing system.
  • Troubleshoot and resolve hardware, software, and network-related issues.
  • Log, categorize, and prioritize tickets, escalating when necessary.
  • Assist with account access, system configurations, and routine checks.
  • Maintain documentation and update the knowledge base for common issues.
  • Deliver clear and professional communication to clients, ensuring a positive support experience.
  • Collaborate with senior technical teams and provide updates on ticket progress.
  • Follow security, compliance, and confidentiality standards at all times

Qualifications

  • Strong analytical and problem-solving skills.
  • Previous experience in a technical support, helpdesk, or customer service environment.
  • Ability to multitask with strong attention to detail.
  • A proactive approach to seeing issues through to resolution.
  • Competence with ticketing systems, CRM tools, and remote access.
  • Proficiency with Microsoft Office Suite (or similar software).
  • Experience in customer service, account management, or client relationship roles. (Desirable)

Work Schedule:

  • Monday to Friday 6am-3pm

Work Location:

  • Homebased; must have strong internet at home; Equipment is provided.

Note: As part of our recruitment process, we conduct a background check on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.

By clicking on the "I'm Interested" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.

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