Level 2 (SaaS | API) Support Specialist | AU | Ortigas
Job Location:
National Capital Region - Philippines
Monthly Salary:
Experience Required:
Posted:
Application Deadline:
Vacancies:
Job Summary
- Serve as the first point of contact for customer inquiries incidents and support requests.
- Triage and assess incoming issues to determine whether they are technology-related business process-related compliance-related or require escalation to specialized teams.
- Gather relevant information and ask clarifying questions to accurately understand customer concerns and requirements.
- Create update monitor and manage support tickets through to completion ensuring accurate documentation and timely follow-up.
- Escalate complex issues to the appropriate teams or stakeholders while maintaining ownership and visibility of the ticket lifecycle.
- Communicate updates resolutions and next steps to customers in a clear and professional manner.
- Ensure customers receive a high standard of service and feel acknowledged supported and informed throughout the resolution process.
- Collaborate with internal teams to facilitate efficient issue resolution and service delivery.
- Monitor ticket queues and support workflows to ensure service levels and response expectations are met.
- Maintain accurate records of customer interactions issue resolutions and support activities.
- Identify recurring issues and provide feedback to relevant teams to support process improvements and service enhancements.
- Adhere to established support processes procedures and service management frameworks where applicable.
- Bachelors degree in Information Technology Computer Science Information Systems Business Administration or a related field.
- 3 years of experience in customer support technical support service desk help desk or a similar client-facing role.
- Strong customer service skills with the ability to build rapport and maintain positive customer relationships.
- Excellent verbal and written English communication skills.
- Experience managing support tickets and tracking issues through to resolution using ticketing systems.
- Strong administrative organizational and documentation skills with a high level of attention to detail.
- Ability to assess prioritize and troubleshoot issues while maintaining accuracy and professionalism.
- Exposure to API-based or API-first software environments is an advantage.
- Familiarity with IT service management frameworks such as ITIL or similar methodologies is preferred.
- Strong problem-solving and critical-thinking abilities.
- Ability to work independently take ownership of tasks and manage responsibilities with minimal supervision.
- Demonstrated ability to collaborate effectively with cross-functional teams and stakeholders.
- Technical background or foundational knowledge of information technology concepts is advantageous
- Payroll HRIS workforce management compliance or fintech/regtech experience is advantageous.
- HMO Dental and Life Insurance for you and one free dependent from day one (with option to enroll more)
- Paid Leaves: Birthday Vacation Medical and Maternity (up to 6 Vacation Leaves convertible to cash on your anniversary)
- Employee Engagement Activities: Year-End Party Family Day Team Building and more
Required Skills:
What You Bring Were looking for someone who: Bachelors degree in Information Technology Computer Science Information Systems Business Administration or a related field. 3 years of experience in customer support technical support service desk help desk or a similar client-facing role. Strong customer service skills with the ability to build rapport and maintain positive customer relationships. Excellent verbal and written English communication skills. Experience managing support tickets and tracking issues through to resolution using ticketing systems. Strong administrative organizational and documentation skills with a high level of attention to detail. Ability to assess prioritize and troubleshoot issues while maintaining accuracy and professionalism. Exposure to API-based or API-first software environments is an advantage. Familiarity with IT service management frameworks such as ITIL or similar methodologies is preferred. Strong problem-solving and critical-thinking abilities. Ability to work independently take ownership of tasks and manage responsibilities with minimal supervision. Demonstrated ability to collaborate effectively with cross-functional teams and stakeholders. Technical background or foundational knowledge of information technology concepts is advantageous Payroll HRIS workforce management compliance or fintech/regtech experience is advantageous.
Required Education:
Bachelors Degree
