Application Support Analyst

servicePath is an innovative provider of commercial software for IT Service Providers, specifically managed Services and Cloud Computing providers.

We are strong proponents of leveraging Artificial Intelligence to drive innovation, aligning with our core value of continuous improvement. By integrating AI into our workflows, we enhance productivity, streamline processes, and elevate our solutions to new heights.

To learn more about our corporate values and how AI shapes our approach, visit our website.

Job Description

We are seeking a skilled Application Support Analyst to join our technical support team. The Application Support Analyst will be responsible for providing technical support to our customers and resolving their software issues. The ideal candidate will have a strong technical background, excellent problem-solving skills, and the ability to work well in a team environment.

At servicePath, we seek candidates who are eager to enhance performance by leveraging tools and technologies like AI. Our goal is to streamline tasks, increase efficiency, and maximize productivity, making work more manageable while driving organizational success.

About The Job

• Job Title: Application Support Analyst
• Department: Service Delivery & Support
• Reports to: Application Support Lead
• Shift: ACT (Australian) Time Zone
• Position: Open-Ended Contract
• Location: (Remote) Philippines
  
  

Duties

• Provide technical support to customers by phone, email, and chat.
• Troubleshoot and resolve software issues reported by customers.
• Escalate complex issues to higher level support as needed.
• Document support tickets and track issue resolution progress
• Collaborate with development and other departments to identify and resolve software issues.
• Participate in the development and improvement of support processes and tools.
• Keep up to date with product updates and new releases.
• Provide exceptional customer service to ensure customer satisfaction.
• Always maintain a positive and professional attitude.
  
  

Minimum

Key Competency and Experience:

• Bachelor’s degree in computer science, Information Technology, or a related field.
• 3+ years of experience in software technical support.
• Demonstrates the ability to stay up to date with the latest AI trends and developments, applying this knowledge to enhance performance, optimize processes, and drive organizational success.
  
  

Core Competencies

• Excellent problem-solving and troubleshooting skills.
• Ability to work well in a team environment.
• Strong communication and customer service skills
• Knowledge of customer support tools and systems
  
  

Preferred

• Knowledge of Jira and confluence
• Knowledge of APIs and JavaScript (Nice to have but not Compulsory)
• Familiarity with software development methodologies such as Agile (SCRUM and KANBAN)
  
  

If you are an existing employee interested in applying for this role, please submit your resume and reach out to your HR representative for a confidential discussion and guidance on the next steps.

Background Checks And Ethical Conduct

servicePath conducts background checks as part of its hiring process. We take integrity seriously, fraudulent misrepresentation, identity deception, or unauthorized subcontracting will result in withdrawal of an offer or termination.

Equal Opportunity Employer

At servicePath, we celebrate diversity and are committed to creating an inclusive workplace where everyone is valued and respected. Employment decisions are made based on merit without regard to race, gender, religion, nationality, sexual orientation, disability, or other protected characteristics.

Budget

10K – 12K USD per Annum + Annual Performance Bonus