Technical Support Analyst
Technical Support Analyst
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Salary Not Disclosed
1 Vacancy
Job Description
About AvePoint
Beyond Secure. AvePoint is the global leader in data security governance and resilience going beyond traditional solutions to ensure a robust data foundation and enable organizations everywhere to collaborate with confidence. Over 25000 customers worldwide rely on the AvePoint Confidence Platform to prepare secure and optimize their critical data across Microsoft Google Salesforce and other collaboration environments. AvePoints global channel partner program includes approximately 5000 managed service providers value-added resellers and systems integrators with our solutions available in more than 100 cloud marketplaces. To learn more visit .
Overview
Do you have apassionforcustomer satisfactionand theskillsto troubleshoot in a technical environmentWerelooking forsomeonewho can quickly become an expert in delivering exceptional solutions that solve our customers biggest challenges.
What will you be doing
The Technical Support Analyst role puts you inahigh-exposure support position assistingour enterprise customersandresolvingtechnical issues with our softwaresolutions.Workingwith your colleaguesdevelopersproductmanagers andaccountmanagersyou will have the opportunity to develop your technical and leadership skillsthrough continuous learning opportunities.
Yourresponsibilitieswillinclude:
- ProductSupport:Becomingan expert in our product suiteand workinghands-on with Microsofttechnologies includingSharePoint Office 365AzureSQL Server Window ServerandIIS.Supportingour customersbyproviding solutionsthat resolve and simplifycomplex technical issuesin the Microsoft Cloud.Analyzingand troubleshootingsoftware issuesthrough the use ofinternal logging and development resources.
- Customer Service:Utilizingyour knowledge of our software to deliver effective resolutions and answers to customer issues and inquiries. Becomingatrustedcustomer advocatebyensuringwe are prompt and professional with all engagementswhether by phone or email. Helpingcustomersmaximize their use of our productsby overcomingany challenges throughout implementation and general use.
- Servingas thesupport contact for customers regularly connecting viaphone email and remote sessions
- Analyzingcomplex issues by reviewing product-specific logs andutilizingroot cause analysisskills
- Overseeing interdepartmental collaboration to help ensure prompt delivery of customer requests
- Contributing topublic-facing articles based on found issuesin our software
- Learning about our technology including release updates and new products through on-the-job training and education
OKIminterested isthis the job forme
We look for people who value agilitypassionand teamwork; those who can bring fresh ideas to the table and want the opportunity to learn grow and expand their careers. Bring your aptitude and build upon what you do best for our customers partners team and you.
As a Technical Support Analystyourethe main point of contact for support for our customers which means you have strongproblem solvingand customer service skills. You are also a team player who thrives on working collaboratively with both internal and external teams.
Other qualities thatyoullneed to be a fit for this role include:
- BA/BS Degree in an IT relatedfield(Computer Science majors are preferredbut not required)
- 1 to 5 years of technicalsoftwaresupport or help desk experience(preferred)
- Excellentwritten and verbalcommunication skills
- Ability to work independently and within a highly collaborative team environment
- Commitment to continuous education and drive tostayup-to-datewith the latest technologies
- Strong interest or experience with Microsofttechnology stack(including SharePoint Office 365 AzureWindows Server SQL ServerandIIS)
- Work Schedule: PH Night shift (US Eastern)
- Hybrid Setup - 2 days WFH 3 days Onsite
- Location: Cebu IT Park Cebu City
Whats in it for you
- HMO coverage from day 1 of employment (plus 2 free dependents)
- Group life insurance (upon regularization)
- Paid annual and sick leaves (convertible into cash)
- Paid compassionate leave (5 days)
- Employee Dedication Award (years of service)
- Employee Referral Bonus Program
- Promoting diversity and inclusion
- Business Travel Opportunity (Top Performers)
- Hybrid Working Arrangement (3 days onsite & 2 days work-from-home)
- Competitive compensation packagePerformance bonuses/incentives
- Career growth & advancement opportunities
*Terms and conditions apply
AvePoint is proud to employ talent from many different backgrounds experiences and identities. We believe that diversity and inclusion drives our success and is at the core of how we hire communicate and collaborate to deliver value and excellence. We are committed to fostering an environment where people can bring their whole selves to work and feel a sense of belonging and we continue to work toward creating a workforce that represents the diversity of our customers and communities.
Required Experience:
IC
Employment Type
Full Time
