Key Facts

Remote From:

Full time

Junior (1-2 years)

English

Hard Skills

Help Desk Support SQL (Programming Language) Hardware Support Datadog API Testing Data-Driven Decision Making Analytics Escalation Procedures Knowledge Base Medical Equipment +7 more

Other Skills

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Google Sheets
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Microsoft Excel
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Non-Verbal Communication
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Teamwork
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Analytical Thinking
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Self-Sufficiency
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Problem Solving

Roles & Responsibilities

1-2 years in a Customer Support Analyst or Product Solutions role or equivalent
Bachelor's Degree in Information Technology, Computer Science, or related fields
Experience with support software (e.g., Zendesk, Intercom, Linear)
Data analysis skills and software (e.g., SQL, Hex, Datadog, Tableau)

Requirements:

Provide tier 1 and tier 2 technical support to clients via Zendesk within predefined SLAs
Investigate, troubleshoot, and fix complex technical issues and escalate to appropriate internal teams when necessary
Maintain clear documentation and communication with internal teams throughout the support lifecycle, and approach each interaction with a customer-obsessed mindset
Collaborate with the Solutions team to relay user feedback, identify recurring issues, run audits, and contribute to product improvements

hammerjack

About hammerjack

Outsource Solutions For Business hammerjack is an Australian & Philippine owned and operated offshore outsourcing services provider. Headquartered in Sydney with multiple operating offices in Makati, Manila, and Pampanga, Philippines. We specialise in providing dedicated, high performing teams and outsourced services to the global small and midsize business market. Our solutions deliver quality and consistent outcomes and are helping businesses to focus on their core competencies, reduce operating costs and deliver more value to their customers. hammerjack has been a major player in developing the new Knowledge Process Outsourcing (KPO) industry in the Philippines servicing the Australian, U.S.A and U.K markets. Over the last 7 years we have sourced trained and developed top talent focussed on the Finance, Accounting, Bookkeeping, IT and Virtual Assistant services space. Our knowledge and experience in implementing the latest technologies and systems to support the best people has led to continued success for our clients and their remote teams, all while placing information and cyber security at the forefront. Our operating model was born in the enterprise services space and has been specifically developed to cater for the small, midsize market. This experience and collaborative customer approach set business up for success, no matter where they are on their journey. We offer an enterprise level approach to continuous improvement, high performance & quality, and world class customer experience. Our ability to deliver this level of service across multiple lines of business and industry verticals is a product of our investment in people, technology and the governance that sits behind it all.

Company type: Scaleup

Founded: 2018

Company size: 501 - 1000

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Job description

Role: Product Solutions Analyst, B2C
Work Set-Up: WFH, Night Shift, Weekdays Off

About Us
hammerjack connects skilled professionals in the Philippines with growing businesses across Australia and beyond. The focus is simple: build teams that work as true extensions of their clients through the right people, clear systems, and consistent delivery.

Recognition over the past few years reflects that approach. hammerjack has been named among the Fortune 100 Best Workplaces in Southeast Asia and ranked 8^th Best Workplace in the Philippines, reinforcing the kind of environment being built for both clients and employees.

Our Impact
Teams are embedded, not outsourced in the traditional sense. That means aligned tools, shared expectations, and real accountability. The result is work that moves at the same pace and standard as onshore teams.

Across accounting, tech, admin, and marketing roles, professionals are contributing directly to business outcomes while building long-term careers.

About The Role

The end-user team is a subject-matter expert responsible for resolving issues and answering questions for our platform's end users as they go through some of life’s most critical moments. Whether it is applying for a new apartment, moving into a new home, renewing a lease, or finding rent payment solutions that fit their financial needs. Our AI system addresses its baseline issues, and our product solutions analysts help troubleshoot when a human touch is needed. Our analysts possess in-depth product knowledge and are extremely self-sufficient in troubleshooting issues, working directly with engineering, product, and other internal teams to ensure their experience is seamless.

Key Responsibilities

Provide tier 1 and tier 2 technical support to clients via Zendesk, our ticketing system, within pre-defined SLAs and handling times
Investigate, troubleshoot, and fix complex technical issues and escalate to appropriate internal teams when necessary
Maintain clear documentation and communication with internal teams throughout the support lifecycle, and approach each interaction with a customer-obsessed mindset
Collaborate with the Solutions team to relay user feedback, identify recurring issues, run audits, and contribute to product improvements
Maintain and update internal knowledge base articles, FAQs, and user guides to enhance self-service support options and reduce incoming ticket volume
Run Quality Assurance check on our Support AI Chatbot and provide ongoing coaching to ensure proper responses for issue resolution

Requirements

1-2 years in a Customer Support Analyst or Product Solutions role or equivalent role is a plus
Bachelor's Degree in Information Technology, Computer Science, or related fields
Experience with support software (e.g., Zendesk, Intercom, Linear)
Data analysis skills and software (e.g., SQL, Hex, Datadog, Tableau)
Demonstrated technical proficiency, such as a computer science or data science degree, bootcamp certificate, or previous work experience in a technical role
Bias towards data-driven decision-making and analytical skills
Strong written and verbal communication skills
An interest in serving users going through life’s most critical moments
Willingness to work during evening or weekend shifts

Nice to haves include

Computer Science degree, bootcamp certificate, or equivalent
Experience building projects using low-code / no-code tools such as Retool
Advanced knowledge of Google Sheets or Excel
Familiarity with DataDog or other similar event-logging software
Familiarity with Postman or other API testing tools
Familiarity with Reporting tools such as Tableau
Experience writing SQL queries

What’s in It for You

Flexibility: Work hybrid with options across Makati and Pampanga, aligned to day shift roles with Australian clients.
Workspaces that Work: Modern offices designed for focus, collaboration, and real productivity.
Coffee and After-Hours Drinks: Barista coffee on demand and a café bar to unwind after work.
Meals Covered: Complimentary meals once a week on your onsite day.
Health Coverage from Day One: Includes dependent options, so you’re covered from the start.
Competitive Compensation: Transparent salary packages with direct client involvement.
Career Growth: Ongoing training and real opportunities to step into bigger roles.
Recognised Workplace: Part of a team ranked 8^th Best Workplace in the Philippines and recognised among Fortune Best Workplaces in Southeast Asia.
Supportive Team Environment: Work with people who are easy to work with, reliable, and invested in doing good work.
Global Exposure: Work directly with international clients and be part of how teams scale globally.