Level 1 Support Services Analyst

JR-12583 - Level 1 Support Services Analyst

Want to be a part of an Australian-based team? We got you covered! Land this awesome opportunity we have for you and be the Level 2 Support Services Analyst we’re looking for!

Location / Shift
Clark/Manila Office, Night Shift

NOTE: You must be willing to work in the office in the above office location to apply for this position

Why will you love working with this client?
Our client is an Australian software company with a global presence working in incident management and response. They have had a Philippines team for a number of years now, and their continuous growth has created more opportunities. Joining this company will open greater opportunities for your career. Apply now!

JOB DESCRIPTION
Are you a software support enthusiast? Were seeking a Level 2 SaaS Support Analyst who can promptly and professionally address customer needs, queries, and concerns with utmost precision and efficiency.

RESPONSIBILITIES
Application/Software Support

• Provide accurate, timely, and professional support to ensure customer satisfaction using phone, email, portal, forums, and chat tools
• Gather information about customer problems and needs, and analyze this information to help determine the cause
• Contribute to the knowledge base about customers to assist with future support interactions
• Promptly resolve issues and questions while meeting SLA requirements
• Confirm that technical workarounds and resolutions are satisfactory before asking customers to confirm themselves

Product Expertise

• Proactively advance product knowledge to an expert level, including self-education and experimentation with new product features, common tasks, and problems, and how these are applied or used within different solution settings
• Gain proficiency in the clients no-code, highly configurable, drag-and-drop platform to support customers.
• Share product feature requests and functionality gaps with internal teams to assist in defining the product roadmap and developing highly requested features

Internal Collaboration & Assistance

• Advocate for customers within the company, driving issue resolution with a customer-centric approach
• Utilize provided templates to escalate service requests, defects, or bugs to internal engineering teams after comprehensive research
• Investigate and document issues, aiming for resolution prior to escalation
• Maintain meticulous attention to detail when creating internal tickets for engineers, strictly adhering to predefined support processes

QUALIFICATIONS

• Bachelor’s degree or higher in the IT field
• Minimum of 3 years of experience in application/software (SaaS) support services
• Proficiency in supporting non-technical users, software requirements, problem analysis, and modern service management practices using ITIL
• Excellent oral and written communication skills

ABOUT OPTIBPO
optiBPO is a Cloudstaff company and is a dynamic workplace buzzing with smart, talented, and motivated professionals who serve exciting clients worldwide. With diverse opportunities across various industries and roles, from junior to senior positions, optiBPO offers an adventure-filled career journey. Join us and become part of our fun and friendly team, where work transforms into an exhilarating experience!

WHY WORK WITH US?

• Great Pay and Benefits
• Thriving Culture & Supportive Work Environment
• Endless Opportunities for Career Growth
• Comprehensive Healthcare Benefits
• Fun Parties & Dinners (On-Site & Virtual)
• Relaxation & Recreational Facilities
• Overflowing Quarterly Goodies
• Ongoing Career Advancement Opportunities
• 5-Day Work Week
• Physical and Mental Wellness Support

Job Type: Full-time