Software Support Analyst

Position: 2nd Level Support
Office: Ortigas
Work setup & shift: Onsite but can shift to WFH after a year | Dayshift

Why join us?

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:
As a Second Level Support, you will:

Analyze recurring user problems, document these errors and prepare for forwarding
Gain knowledge of the jobs that are needed to run our software
Check the job logs for errors and rectify them if possible or forward them
Provide support for colleagues at 1st level
Analyze custom database issues
Use the application's C# code to further narrow down problems

What You Need:

Non-negotiables

Previous experience in support
Understanding of how to work with software
Experience in reproducing and analyzing fault investigations
SQL Database knowledge would certainly be helpful.
Ability to communicate with customers and prepare support tickets that cannot be resolved independently for our colleagues in Germany.
What is really important is reliable working methods and personal responsibility.

Preferred skills/expertise

Knowledge of the CRM ticket tool
Basic knowledge sql server and cosmos db queries