Cebu City
We are looking for a proactive Support Analyst for our client in the BPO industry.
What We’re Looking For:
- Familiar general knowledge of modern web technology and accessibility – e.g., Server-client relationship, DOM, REST API, HTML/CSS/Javascript stack, HTTP statuses, modern web browsers and operating systems, mobile applications/device types, SaaS/PaaS architecture, etc.
- Familiar knowledge of software development lifecycle – from roadmap to development to QA to deployment
- Experience with relational database structures (SQL, SOQL, etc), techniques and considerations for traversing related data tables/objects
- Sound communication skills including business writing and excellent spoken and written English
- Ability to articulate technical concepts into concise and understandable explanations for a less technical reader
- Positive and service-oriented attitude
- Demonstrable skill in analysis or technical problem solving
- Self-management, ability to maintain productivity and quality without constant direct supervision
- Ability to thrive in a fast-paced and sometimes high-pressure environment
- Hold or be studying a computer science or software engineering related degree or comparable and demonstrable knowledge of key concepts
- Specific knowledge of Salesforce, SOQL, Apex, VisualForce, and the master-detail object model are a significant plus, though not required
What You’ll Do:
- Timely and accurate routing of incoming cases to the appropriate owner
- Troubleshooting/investigation of customer-reported issues and questions
- Communication and analysis of relevant concepts, configuration setups, and product information
- Positioning and accommodation of relevant customer capabilities and services
- Escalation handling, prioritization, communication, and customer advocacy for resolving functional issues
- Enablement and engagement with colleague teams – Education, Customer Success, Service Delivery, Sales – to recognize and identify action opportunities and optimize collaboration to enhance customer experience
- Time-specific shift attendance and resource schedule compliance for coverage purposes. Occasional shifted and off-hours tasks may be required
- Ability to be successful in self-management and discipline towards attendance, communication quality, and team participation
- Voice and video meetings with customers and colleagues
