Discover your 100% YOU with MicroSourcing!

Position: Technical Support Specialist

Location: Philippines

Work setup & shift: Work from Home | Night shift

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.

Your Role:

In this position, your customer-first demeanor will shine as you delight customers and make their experience effortless. On a day-to-day basis, you provide technical assistance for our dairy management and supply chain software solutions. The solutions you support are vast, and reach from mobile applications, to farm analytics and dashboard tools, to manufacturing scheduling and receiving software. Teamwork and collaboration are key. You will collaborate internally and externally to service the hub of dairy technology stakeholders and be a team player who focuses on the dairy industry and its uniqueness.

As a Technical Support Specialist, you will:

• Reset passwords, add new users and contracts, configure and maintain accounts, customer information, and templates across multiple software solutions
• Train and on-board new users
• Utilize the Dairy.com system to generate reports and address data or system inquiries requested by customers or colleagues
• Proactively investigate system and data issues for customers and colleagues
• Be inquisitive, logical, and persistent in developing troubleshooting steps to remedy any technical concerns and find solutions
• Solve diverse set of system related problems – from SaaS implementation questions, system operational and functional questions, and user configuration testing
• Log customer interactions into CRM system
• Create and escalate support tickets to the development team
• Communicate with quick turn-around response time via phone and email (in accordance with SLAs)
• Share knowledge within the team via documentation, on-going training, and participation in testing as needed
• Collaborate with other team members to ensure on-going improvements in quality and service
• Provide back up support to other departments (i.e. implementations, project management, and managed services)
• Stay up to date on releases and new release client communication
• Provide scheduled and on-call assistance for nights, weekends and holidays on a rotational basis

Relationship Management

• Develop relationships with internal stakeholders and cross-functional departments
• Establish rapport with client base and maintain strong customer relationships
• Effectively communicate status, findings and provide updates
• Follow up with account managers to share real-time activity

What You Need:

Non-negotiables

• Two (2) years of experience as a Technical Support Specialist or equivalent combination of education and experience.
• Proficiency in IT Ticketing Systems and CSR applications for documenting interactions and escalating technical issues to development teams. ( ServiceNow, JIRA, etc.)
• Proficiency in Microsoft Office Products, specifically creating presentations in PowerPoint and building charts/graphs in Excel.
• Technical troubleshooting skills related to internet browsers, email, and database software.
• Excellent communication skills for managing status updates and providing quick turnaround responses via phone and email.
• Ability to provide on-call assistance for nights, weekends, and holidays on a rotational basis

Preferred skills/expertise

• Bachelor’s degree preferred or relevant experience.
• Experience in the dairy industry or supply chain practices.
• Experience with SaaS implementation and functional system testing.
• Ability to develop relationships with internal stakeholders and cross-functional departments.

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About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

*Terms & conditions apply