Discover your 100% YOU with MicroSourcing!

Position: Technical Customer Support Analyst

Location: Philippines (Remote)

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

As a Technical Customer Support Analyst, you will:

Provide direct technical support to users of the FieldAlytics application across both web and mobile platforms.
Investigate and troubleshoot a wide range of system issues involving application functionality, data setup, and connectivity.
Develop logical, thorough, and persistent troubleshooting steps to identify root causes and deliver effective solutions.
Document issues, findings, troubleshooting steps, and resolutions while providing qualitative feedback to improve products and services.
Log and maintain accurate records of customer interactions in Salesforce CRM and proactively follow up with internal teams.
Create, manage, and escalate support tickets to the FieldAlytics development team when technical issues require further investigation.
Respond to customer inquiries through phone and email within established service-level commitments.
Build and maintain strong relationships with customers while effectively communicating issue status, findings, and resolutions.
Collaborate with internal stakeholders and cross-functional teams to resolve customer concerns and share real-time customer activity.
Contribute to team knowledge-sharing through documentation, training, testing, and continuous service improvement initiatives.
Encourage customers to adopt appropriate support channels, including the support portal.
Stay informed about application releases and assist with communicating new features and updates to clients.
Participate in internal and customer meetings, special projects, and other assigned initiatives.
Work schedules that may include evenings, weekends, and US holidays as required.

What You Need

Non-negotiables

Bachelor's degree, preferably with an emphasis on Agricultural Studies, Agronomy, or a related field.
Strong customer service orientation with the ability to understand customer needs, follow through on concerns, and build trusted relationships.
Excellent written and verbal communication skills, with the ability to communicate technical information clearly to different audiences.
Strong analytical and critical-thinking skills, with keen attention to detail and the ability to investigate and resolve technical issues.
Ability to work a night shift schedule, including evenings, weekends, and US holidays as required.

Preferred Skills/expertise

Previous experience supporting agricultural technology solutions or agronomy-focused software.
Experience working with agricultural field data tracking platforms or similar data-driven applications.
Familiarity with web and mobile applications, data setup, system connectivity, and technical troubleshooting.
Experience using CRM and support-ticketing platforms, preferably Salesforce.
Demonstrated ability to collaborate effectively with cross-functional teams and contribute to documentation, training, testing, and continuous improvement.

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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 MicroSourcing

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