Offer summary

Qualifications:

2+ years of Technical Support experience, Experience in System/Application support, Excellent Communication Skills, Attention to detail and strong organizational skills.

Key responsabilities:

Interact daily with end users, IT teams, and 3rd party vendors

Resolve client support issues using application knowledge

Manage escalated system issues and comply with SLAs

Collaborate with internal teams on client-related projects and report KPIs to management.

Job description

Discover your 100% YOU with MicroSourcing!

Position: Technical Support Specialist

Location: Global one, Eastwood, Libis, Quezon city

Work setup & shift: Flexible work setup | Shifting Schedule

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

Interact daily with end users, including IT teams, and 3rd party vendors.
Apply knowledge of applications to effectively interpret and resolve client support issues.
Maintain an understanding of products and services.
Maintain a comprehensive understanding and support the back end applications suite, specifically the NA/EMEA versions of Spectra, Prisma and Lumina applications as well as providing support related to API and FTP issues.
Work closely with L2 Support and the Development team out of our Pune (India) office towards a resolution prior to the start of our client’s business day in North America and UK.
Comply with internal and external SLAs and strive to meet and exceed established support metrics.
Manage and monitor escalated system issues.
Flexibility to work on various shifts as needed to support our clients globally.
Understand how clients consume and use data, and work with internal teams to anticipate and execute on our clients’ unique needs
Collaborate with internal teams to complete client-related projects
Gather and prioritize Key Performance Indicators and report to upper management.

What You Need:

Non-negotiables

2+ years of Technical Support experience
System/Application support experience
Must be willing to work on a shifting schedule
Excellent Communication Skills

Preferred Skills/expertise

Proficiency in Zendesk is highly preffered but not required
Great attention to detail
Organization skills

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/