Technical Support Analyst

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Deliver Level 1 and 2 customer and technical support to supply chain clients

• Address customer inquiries through email, chat, and phone

• Communicate effectively and professionally to resolve customer issues

• Diagnose technical problems, collect relevant information, and escalate complex cases when necessary

• Accurately log customer interactions and solutions in the ticketing system

• Collaborate with internal teams to identify recurring issues and suggest product enhancements

• Develop and update knowledge base articles, FAQs, and support documentation

• Follow up on unresolved cases and provide status updates to ensure customer satisfaction

• Keep up-to-date with product knowledge and new features or releases

• Achieve individual and team KPI goals

• Undertake additional responsibilities as assigned

• Adhere to all Information Security Management System (ISMS) policies, procedures, standards, and guidelines

⛳️ Requirements

• At least 2 years of customer-facing support experience in a software or technology setting

• Proficient in troubleshooting software issues across various platforms

• Familiarity with help desk, CRM, and ticketing systems

• Knowledge of Electronic Document Standards, including EDIFACT, JSON, X12, XCBL XML, CSV, and XSLT

• Understanding of B2B integration systems and processes

• Experience in process adherence and continuous improvement

• Comfortable working remotely and collaborating with international stakeholders

🏝️ Benefits

• Highly competitive salary – paid weekly

• HMO enrollment upon starting

• Additional HMO dependents added for each year of service

• 20 vacation days annually

• 7 sick days

• Annual performance bonuses and incentives

• Annual salary reviews and increases

• Complimentary cooked rice, snacks, and hot beverages

• Company polo shirts provided

• Flexible work options: work from home or the office – your choice

• Bright and inviting open-plan work environment

• Work with prestigious clients alongside highly professional and friendly colleagues