Job Description

We are on the lookout for a Technical Support Analyst preferably with SQL and .Net knowledge for one of our US based clients that specializes in event ticket sales. This role is responsible in providing software and technical support to customers via chat or email communication channels and provide departmental support when needed.Key Responsibilities

• Help resolve software and technical questions for the customer efficiently and effectively
• Gather the required information necessary in order to best handle customer software and technical inquiries
• Manage customer expectations regarding estimated response times for issue resolution
• Resolving the issues through chat and email communication channels
• Meet SLAs like response and resolution times by partnering within L1, L2 and L3 Support organizations
• Collaborate and escalate issues to Level 2 support accordingly
• Have an extensive understanding of the business workflow and business processes
• Ability to follow instructions from run book and eventually transform into maintaining/owing runbooks
• Extensively research and document customer technical issues
• Collaborate with Technical Support team members to properly manage customer inquiries and escalate when appropriate
• Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status
• Run monitoring reports for usage, performance, and/or availability.

Skills & Qualifications

• Has Technical Support experience at least 2-3 years
• Working understanding of SQL and .net
• Has customer service experience and is able to manage technical inquiries within SLA without compromising quality
• Strong organizational skills and ability to multitask
• Good problem-solving skills
• Proactivity and self-direction
• Willing to work on a morning shift

PERKS? WORK FROM HOME
? HMO Coverage upon joining the company
? 1 FREE HMO Dependent after 6 months
? Additional Paid Time Off (Vacation Leave, Sick Leave, Birthday Leave, Maternity Leave, Paternity Leave, Solo Parent Leave, and more)
? Unused Leave Conversion
? Attendance bonus
? Annual bonus
? Monthly prizes and bonuses!
? Up to 30K referral bonus!
? Access to free counselling support via STAFFVIRTUAL Mental WellnessJob Type: Full-timeSalary: From Php40,000.00 per monthBenefits:

• Additional leave
• Company events
• Health insurance
• Opportunities for promotion
• Work from home

Schedule:

• 8 hour shift
• Day shift

Supplemental Pay:

• 13th month salary
• Bonus pay
• Yearly bonus

Application Question(s):

• How long is your SQL and/or .Net experience? *required
• What is your most active email address?
• When is the best time to call you? Morning (9AM-1PM), Afternoon (1PM-6PM), *Evening (6pm onward)