T2 Technical Support

MicroSourcing


Date: 1 week ago
City: Pasig City
Contract type: Full time
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Discover your 100% YOU with MicroSourcing!

Position: T2 Technical Support

Work setup & shift: Hybrid | Dayshift Schedule

Location: Ortigas, Pasig

Why join MicroSourcing?

You'll Have

  • Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses.
  • A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
  • Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
  • Career Growth: Take advantage of opportunities for continuous learning and career advancement.
  • Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Job Description

  • Provide technical support to clients regarding Gensolve and related applications.
  • Provide trouble-shooting and support at a technical level to the Support & QA Team who are responsible for supporting GPM and other software applications.
  • Create Custom Forms as required.
  • To provide back up to the first line of support, as required.
  • Respond to ticket/email query by:
  • Educating and training clients to use Help Centre as much as possible.
  • Resolving queries as Tier 1 Support OR
  • Passing on (and following up) on tickets that cannot be resolved to Tiers 2 or 3. Includes bug issues and requests for improvements and new functionalities.
  • Create Custom Forms as required (training will be provided)
  • Process and Provide Data Exports as required (training will be provided)
  • Testing of application changes, where required.
  • Provide assistance to other company staff regarding technical questions/help as required.
  • Deal with clients in a friendly and professional manner.
  • Adhere to the Key Performance Indicators set for the role.

Qualifications

  • IT related qualifications
  • Ability to work effectively with all levels of management and

staff.

  • Excellent written and oral communication skills.
  • Customer service skills - possess demonstrated ability to

provide customer support and deal with escalated customer

issues.

  • Excellent problem-solving skills.
  • Interpersonal skills - able to effectively influence and

communicate cross-functionally.

  • Organizational skills - ability to multitask, effectively prioritise

work, and adapt during pressured situations.

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