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Support Analyst

1 month ago
Philippines
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
XML
Apply Now
Elite Technology

Elite Technology

Elite Technology provides telecommunication solutions with a focus on system design, integration, and maintenance. Offering effective solutions from top vendors like Ericsson and Huawei, we specialize in Atoll radio network planning and iBwave building...

Diversified Telecommunication Services
1-10
Founded 2020
View All Jobs 15

Description

  • Serve as the primary service contact for external customers and implementation personnel.
  • Resolve simple to complex customer service requests related to procedures, setup, application use, and integrations.
  • Document, analyze, and reconcile customer issues using remote access tools, data analysis tools, and internal systems.
  • Communicate recommended solutions and troubleshoot customer problems through testing and knowledge base research.
  • Isolate root causes and take restorative actions while minimizing disruption to customer operations.
  • Escalate issues to senior analysts when further analysis is needed.
  • Provide professional, courteous communication and keep customers informed on case status and next steps.
  • Prioritize customer issues, set expectations, and coordinate the resources needed to resolve them.
  • Collaborate with colleagues and participate in team meetings and cross-functional escalations.
  • Maintain expertise in the product set, evaluate updates and new technologies, and support process improvements.

Requirements

  • Bachelor's degree in Law, Finance, Information Systems, or equivalent experience.
  • 2–3 years of experience in technical, financial, or customer support in a software environment.
  • Technical knowledge of MS-Windows and fundamental relational database concepts, preferably MS-SQL.
  • Strong deductive logic, complex problem-solving, and troubleshooting skills.
  • Clear, concise, courteous, and professional English written and verbal communication skills.
  • Ability to self-direct, prioritize, and manage many cases at one time.
  • Exceptional customer service, organization, and time management skills.
  • Preferred: Strong team-player capabilities with minimal supervision.
  • Preferred: Desire for self-improvement, self-study, and participation in client-facing and internal projects.
  • Preferred: Ability to work well across departments and with all skill levels.
  • Preferred: Advanced experience with Microsoft Office 2016, 2019, and 365, especially Excel, Outlook, and Word.
  • Preferred: Experience troubleshooting VSTO/COM add-ins, Office solution deployment, and XML error codes/logs.
  • Ability to travel up to 10% as business needs require.
  • Sedentary role primarily involving desk and computer work.
  • Must be legally authorized to work in the Philippines; no employment sponsorship provided.
  • Proficiency in English at CEFR C1 level or higher.
  • Must be based in the Philippines and able to support US time zones, including weekend or after-hours coverage potential.

Benefits

  • Competitive compensation package.
  • Health plan.
  • Retirement savings plan with employer contribution.
  • Time off and paid holidays.
  • Wellness initiatives.
  • Rice allowance and connectivity allowance.
  • Travel insurance.
  • Employee Assistance Program.
  • Generous global parental leave.
  • Calm premium subscription.
  • Employee discount program.

Interested in this position?

Apply directly on the company website

Apply Now

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