- Metro Manila, Philippines
- Full-Time
- Remote
- 35,000-45,000 PHP / Month
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- Technical Support Specialist
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- Technical Support Specialist
Job Description:
Discover your 100% YOU with MicroSourcing!
Position: Technical Support Specialist
Location: Philippines
Work setup & shift: Work From Home | 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:
- Provide technical assistance and support for dairy management and supply chain software solutions, including mobile applications, analytics platforms, dashboards, and manufacturing systems.
- Reset passwords, create user accounts, configure customer profiles, and maintain system templates across multiple SaaS platforms.
- Train and onboard new users while delivering a high-quality customer experience.
- Investigate, troubleshoot, and resolve system, application, and data-related issues through logical problem-solving and root-cause analysis.
- Generate reports and address customer inquiries using internal systems and databases.
- Log customer interactions in CRM platforms and create or escalate support tickets to development teams when necessary.
- Communicate with customers via phone and email while adhering to established service level agreements (SLAs).
- Collaborate with internal teams including implementation, project management, managed services, and development to ensure effective issue resolution.
- Maintain support documentation, contribute to knowledge-sharing initiatives, and participate in testing activities.
- Stay informed on software releases and provide support during scheduled on-call rotations, including nights, weekends, and holidays.
What You Need
Non-negotiables
- At least 2 years of experience in a Technical Support, Help Desk, Service Desk, or similar customer-facing technical support role.
- Strong troubleshooting and problem-solving skills with the ability to investigate and resolve software and system-related issues.
- Experience supporting SaaS applications, user account administration, and ticket management processes.
- Excellent verbal and written communication skills with a strong customer service orientation.
- Proficiency in Microsoft Office applications, particularly Excel, Word, and PowerPoint.
- Experience using CRM, ticketing, or customer support platforms.
- Strong organizational, time management, and multitasking abilities.
- Willingness to work on a rotating on-call schedule, including weekends and holidays.
Preferred Skills/expertise
- Bachelor's degree in Information Technology, Computer Science, Business, or a related field.
- Experience supporting supply chain, manufacturing, logistics, ERP, or industry-specific software solutions.
- Familiarity with data analysis, reporting, and dashboard tools.
- Experience creating training materials and conducting end-user training sessions.
- Knowledge of database applications and basic data troubleshooting.
- Exposure to implementation, project coordination, or managed services environments.
- Understanding of business processes related to manufacturing, agriculture, or supply chain operations.
- Experience working in a fast-paced, customer-centric support environment.
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 https://www.microsourcing.com/
- Terms & conditions apply.
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