Support Analyst - Tier 1 at Acquire Intelligence

Pasig, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

22 Sep, 26

Salary

0.0

Posted On

24 Jun, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Technical Troubleshooting, Communication Skills, Problem Solving, Microsoft Office, Salesforce, Ticket Management, Active Listening, Client Relationship Management, Technical Documentation

Industry

Outsourcing and Offshoring Consulting

Description

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world! A SNAPSHOT OF YOUR ROLE As a Support Analyst – Tier 1, you will be the first point of contact for our clients, delivering outstanding customer support across phone and email channels. You will troubleshoot system issues, provide technical assistance, and deliver effective communication while ensuring an exceptional customer experience. Your responsibilities include: • Provide high-quality customer support to software clients via phone and email • Troubleshoot and resolve technical software issues • Lead troubleshooting conference calls with clients • Log and document all interactions in the Customer Support Ticket Tracking System • Communicate effectively with clients, internal teams, and partners • Escalate unresolved issues to appropriate teams to ensure swift resolution • Manage multiple priorities and ensure timely and accurate feedback to clients • Use multiple systems efficiently and independently • Maintain professionalism and integrity in all client interactions A BIT ABOUT YOU You’re a client-focused support professional with excellent communication skills and a knack for solving problems. You bring: • Strong customer service and interpersonal communication skills • Ability to work collaboratively as well as independently • Sound judgment and problem-solving abilities • Capability to explain technical concepts in simple terms • Working knowledge of Microsoft Office tools • Experience in RMIS, GRC, or healthcare industries (preferred) • Salesforce experience, Trailhead training, or certifications (preferred) QUALIFICATIONS • Bachelor’s degree in a software or technical field (preferred) • Training in Computer Science, Engineering, MIS, or IT is an advantage WHAT SUCCESS LOOKS LIKE • High levels of client satisfaction and resolution rates • Timely and accurate ticket management and follow-up • Effective escalation and collaboration with internal teams WHAT WE VALUE We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values: • Curious and Clever – Smart questions spark smart solutions • Entrepreneurial Energy – Think like an owner. Solve like a founder • Fast with Intent – We move fast and deliver real results • Laugh and Learn – We don’t take ourselves too seriously, just our results What are you waiting for? Join the A-Team and experience the A-Life! • Internal Job Description A Customer Support Analyst is responsible for day-to-day front line client support activities such as: answering general questions about client’s solution, troubleshooting system issues, providing basic user training, and assisting with technical questions/issues. A Customer Support Analyst will also seek to understand the client’s business needs and collaborate within the organization to provide high quality customer support solutions while representing the client’s needs. Essential Duties: · Provide High Quality Customer Support to software clients via phone and email. · Identify, troubleshoot, and resolve technical software issues. · Lead conference calls during the troubleshooting process with clients. · Document all client & internal interactions within the Customer Support Ticket Tracking System. · Use effective written and verbal communication with clients, colleagues, and partners. · Communicate and/or escalate with internal departments to resolve client issues quickly. · Manage multiple priorities and deliver timely and accurate client feedback. · Demonstrate strong active listening and follow-up skills. · Navigate through multiple systems without assistance. · Convey a professional and friendly approach while displaying honesty and integrity. Preferred Qualifications: · Strong Customer Service and Communication Skills. · Ability to work with a team as well as self-start and independently initiate new opportunities. · Ability to exercise sound judgment and strong problem-solving skills. · Ability to deliver highly technical information to less technical individuals. · Working knowledge of Microsoft Office tools is preferred. · Knowledge of RMIS, GRC, Healthcare industries are preferred. · Salesforce experience, Salesforce Trailhead experience and/or Salesforce Certifications are preferred. Education: · Bachelor’s degree in a software or technical field of study is strongly preferred. · Training in Computer Science and Engineering, Computer Applications, Management of Information Systems, o Join the A-Team and experience the A-Life! Acquire Intelligence is an award-winning, global business outsourcer with 10,000 staff and over 16-years’ experience in delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We're an entrepreneurial business that is highly experienced in working with our partners to solve real-life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in-house teams may be typically challenged with the business processes of “big business.” We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work-from-Home environments, where client-permitted. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence. As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages. Acquire takes your privacy very seriously. The information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities. If you have provided consent and wish to withdraw it, you may click on the account settings and submit a request to delete your information. You may also inform us by writing to the address in the section on “Access Rights to Personal Data” or send us an email to privacy@acquirebpo.com. Please refer to our Privacy Policy at https://acquirebpo.com/au/privacy-policy/

Responsibilities

Act as the first point of contact for software clients to troubleshoot technical issues via phone and email. Document all interactions in a ticket tracking system and escalate unresolved issues to internal teams for swift resolution.