IT Technical Support jobs in Manila

Work shift: Night Shift
Work setup: Hybrid (1x-2x a month RTO)

Key Responsibilities:
1. Deliver exceptional customer experiences by providing timely, accurate, and expert support.
2. Serve as the first point of contact for customer inquiries, issues, and standard technical tasks.
3. Triage, prioritize, and manage cases efficiently, ensuring prompt and precise responses across tickets, chats, and calls.
4. Educate customers on platform functionality and best practices to promote product adoption and self-sufficiency.
5. Act as a Subject Matter Expert (SME) for a designated Product Area by; Investigating technical escalations where data access consent is granted, filing Engineering Escalation (EEQ) tickets with clearly defined business impact and appropriate priority, partnering with on-call engineers during investigations and identifying workarounds when possible.
6. Escalate cases to the appropriate support tier when necessary.
7. Create, update, and maintain Knowledge Articles in alignment with Knowledge Centered Service (KCS) practices to enable effective knowledge sharing and self-service.
8. Support overall organizational objectives and perform additional responsibilities aligned with the scope, capability, and pay grade of the role, as assigned.
➢ Quality & Information Security Management
● Adhere to and implement Infinit-O’s quality and information security policies and carry out its processes and procedures accordingly.
● Protect client-supplied and generated for client information from unauthorized access, disclosure, modification, destruction or interference (see also Table of Offenses).
● Carry out tasks as assigned and are aligned with particular process or activity related to information security.
● Report any potential or committed non-conformity, observation and/or security event or risks to immediate superior.
● Assist Internal Audit Team during internal audits of assigned projects.

Must have

• Associate Degree Holder or Bachelor's Degree Holder (Please note that we cannot process high school and college undergraduates for this role)
• Minimum 1-3 years of experience in a customer-focused, technical support environment
• Has experience in providing support via email and phone
• REQUIRED - Work experience in troubleshooting SaaS applications
• REQUIRED - Experience with JavaScript, HTML, and XML
• Excellent Communication Skills

Nice to have Have

• Experience with Salesforce.com Service Cloud knowledge a plus

Pay: Php25,000.00 - Php35,000.00 per month

Application Question(s):

• For us to proceed your application, kindly answer this Pre-set Questions. Thanks!

• Years of experience in customer-focused support role:
• Years of experience in providing support via phone and email:
• Years of experience in troubleshooting SaaS applications:
• Years of experience in JavaScript, HTML and XML:
• Years of experience in Salesforce.com Cloud Services:
• Are you okay with the working arrangements for this role?
• Current salary:
• Expected salary:
• Reason for leaving current/previous company:
• Notice period:
• Viber:
• Birth date (for system validation only):

By submitting your details to any authorized representative of ACCPRO International, you consent to the collection and processing of your personal data for hiring purposes—including assessment, screening, verification, and endorsement to client companies—in accordance with the Data Privacy Act of 2012 (RA 10173).

Work Location: Hybrid remote in Pasay