Responsibilities

We are looking for an exceptional Product Support Analyst - Integration to join our 24x7 team based in the Philippines. In this role, you will play an important role in ensuring that customers have the best support experience possible. You should be attentive in understanding customer issues, be sharp at identifying problems, and provide timely, practical solutions and creative workarounds. You will also be responsible for:

• Being a team member of the Product Support Team providing 24x7x365 with the flexibility to work morning, mid, overnight shifts.

• Providing application product support for customers within North America, EMEA and Asia Pacific

• Independently debugging and proposing resolution/work-around for complex product issues

• Identifying errors and causes and manage resulting action items to completion

• Coordinating across various teams to effectively manage product issues and product engineering requests

• Responding to daily user requests, incidents and follow up on problems in a timely manner via live chat and email and ticketing system

• Ensuring issues are reported, tracked, followed up and escalated timely

• Resolving or coordinate the resolution of issues with other internal teams or external application support team where necessary

• Coordinating and following up with Product team to ensure permanent fix is prioritized, planned and delivered

• Supporting change management process and application releases

• Communicating and providing status updates on issues to business users, management team and other stakeholders

• Documenting solutions to customer issues, contribute to knowledge base and cross train other team members to build up functional and technical expertise for our supported applications

• Additional duties as necessary

Requirements

Qualifications / Experience / Technical Skills

• A Degree in Computer Engineering, Computer Science, or Information Technology is helpful - new graduates from related bachelor’s degree course with are welcome to apply

• General knowledge of integration/automation technology is helpful

• Effective technical troubleshooting and debugging skills

• Some knowledge of business applications preferred (e.g. Salesforce, Google Suites, QuickBooks, Infusionsoft, Dropbox, Box, Microsoft Outlook, Shopify, Xero, Marketo, ServiceNow, NetSuite)

Soft Skills / Personal Characteristics

• Excellent verbal and written English communication skills

• Exceptional team player with strong analytical, communication and interpersonal skills

• Excellent organization and time management skills

• Able to work independently with minimal supervision but with a keen sense to escalate timely and appropriately

• Excellent client management, showing empathy and understanding

• Keen to learn new applications and software

• Growth mindset, ability to iterate, and design-thinking approach to problem-solving

• Entrepreneurial drive and comfort working in ambiguous, quickly-changing environments

• A passion for and belief in the power of automation to drive business value

• The availability to work full-time and willingness to work on shifting schedules

Last updated on Aug 22, 2024