Technical Support Specialist

Discover your 100% YOU with MicroSourcing!

Position: Technical Support Specialist

Location: Philippines

Work setup & shift: Work from Home | Must be open to shifting schedule

Why join MicroSourcing?

Youll 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 Technical Support Specialist, you will:

• Interact daily with end users, including IT teams, and 3rd party vendors, via email and phone/screenshare
• Apply knowledge of applications to effectively interpret and resolve client support issues.
• Maintain an understanding of clients, products and services.
• Maintain a comprehensive understanding and support the back end applications suite, specifically versions of Spectra in NA/EMEA, Prisma globally, as well as providing support related to API and FTP issues.
• Work closely with different internal teams globally both on resolution of support issues as well as communication on key projects and system issues
• Comply with internal and external SLAs and strive to meet and exceed established support metrics.
• Manage and monitor escalated system issues.
• Flexibility to work on various shifts as needed to support our clients globally.
• Understand how clients consume and use data, and work with internal teams to anticipate and execute on our clients’ unique needs
• Collaborate with internal teams to complete client-related projects
• Gather and prioritize Key Performance Indicators and report to upper management.
  
  

What You Need

Non-negotiables

• Technical Support Experience: Proven experience in a Technical Support, Helpdesk, or IT Support environment.
• Global Service Delivery: Experience interacting with end-users, IT teams, and third-party vendors via email, phone, and screen-sharing.
• Operational Flexibility: Must be willing to work various shifts to support global clients and work on certain holidays.
• IT Ticketing & Tools: Proficiency in using IT Ticketing systems/tools (e.g., ServiceNow, Zendesk, or Jira) to manage, monitor, and resolve escalated system issues and comply with internal/external SLAs.
  
  

Preferred Skills/expertise

• Reporting & Analytics: Experience producing or owning technical reports and gathering/prioritizing Key Performance Indicators (KPIs) for management.
• Backend Technical Knowledge: Familiarity with supporting backend application suites, specifically regarding API and FTP issues.
• Industry Background: Talent sourced from the Outsourcing or IT Services sectors is preferred, as these professionals are familiar with structured global service delivery models.
• Technical Troubleshooting: Ability to interpret and resolve complex client support issues by applying specific product knowledge (e.g., Spectra or Prisma platforms).
  
  

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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 companys strength lies in our peoples 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 – its our commitment. Our way of life. Here, we dont just accept your unique authentic self - we celebrate it, valuing every individuals 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

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