Product Support Analyst - Integration - Remote

Overview

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.

In Short

• 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.

Requirements

• 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).

Benefits

• Flexible, trust-oriented culture that empowers everyone to take full ownership of their roles.
• Vibrant and dynamic work environment.
• Multitude of benefits they can enjoy inside and outside of their work lives.