Deskripsi Pekerjaan
Are you a customer-focused technical professional looking to elevate your career in Manila's vibrant IT sector? Our team is seeking a highly skilled Application Support Analyst to serve as the primary technical point of contact for our clients. In this pivotal role, you will act as a bridge between our complex application architecture and our end-users, ensuring that every issue is addressed with precision, empathy, and technical expertise.
You will thrive in this environment if you are passionate about troubleshooting, enjoy simplifying complex technical concepts for users, and are committed to maintaining high service level agreements (SLAs). We offer a collaborative culture, competitive compensation, and the opportunity to work with cutting-edge software solutions that power our clients' daily operations.
Tanggung Jawab
- Serve as the primary point of contact for incoming client-reported technical issues, ensuring high-quality, professional communication throughout the resolution process.
- Conduct thorough technical investigation, replication, and documentation of software bugs and integration errors.
- Maintain and monitor system performance, proactively identifying potential bottlenecks before they impact the end-user experience.
- Collaborate closely with internal Engineering and DevOps teams to escalate complex defects and track them through to resolution.
- Develop and maintain internal knowledge base articles and end-user documentation to improve self-service capabilities.
- Participate in the deployment of application patches and upgrades, ensuring minimal disruption to client workflows.
- Analyze support trends to identify recurring issues and suggest long-term technical improvements to the product.
Kualifikasi
- Bachelor’s Degree in Information Technology, Computer Science, or a related field.
- At least 3 years of experience in Application Support, Help Desk, or a similar technical client-facing role.
- Strong proficiency in troubleshooting web-based applications, APIs, and database queries (SQL).
- Excellent communication skills with the ability to translate technical jargon into clear, actionable advice for non-technical users.
- Demonstrated ability to manage multiple high-priority incidents simultaneously with high urgency.
- Experience with ticketing systems such as Jira, Zendesk, or ServiceNow is highly preferred.
- Analytical mindset with a methodical approach to problem-solving and root cause analysis.