Job Description
About Us
Outsourced.ph is a leading ISO certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals.
The Role
The Application Support Consultant (Level 1-2) provides first and second-line technical and functional support for business applications, ensuring excellent customer service and resolution of incidents and service requests in accordance with agreed Service Level Agreements (SLAs).
Key Responsibilities
- Provide customer support via phone, email, portal, and remote sessions.
- Manage incidents and service requests through to resolution.
- Troubleshoot application, configuration, and integration issues.
- Escalate complex issues with complete documentation.
- Maintain accurate ticket records.
- Contribute to the knowledge base.
- Communicate proactively with customers.
- Identify bugs and enhancement requests.
- Support continual service improvement.
Technical Skills
- Application troubleshooting
- Windows and Microsoft 365
- Basic SQL
- Programming concepts (JavaScript)
- Log monitoring (CloudWatch, Elastic, or similar)
- Data extraction tools
- Cloud Platform Knowledge (S3 bucket, Lambda, EC2)
- Ticketing systems
- Knowledge management systems
Qualifications
- Relevant IT qualification or equivalent experience.
- ITIL Foundation (desirable).
Experience
Preferred
- 1-3 years in an Application Support or Service Desk role.
- Experience working with ticketing systems such as ServiceNow, Jira, Zendesk, or Freshservice.
- Experience supporting enterprise software applications.
- Experience working to SLAs and KPIs.
Success Profile
A Successful Level 1-2 Application Support Consultant Consistently
- Delivers excellent customer service.
- Resolves incidents efficiently and accurately.
- Maintains high-quality ticket documentation.
- Communicates proactively with customers.
- Demonstrates strong troubleshooting and analytical skills.
- Collaborates effectively across technical teams.
- Contributes to continual service improvement.
- Builds strong product knowledge and shares expertise with colleagues.
Schedule
- Monday -Friday 6AM-3PM PH Time
Work Location
Note: As part of our recruitment process, we conduct a background check on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.
By clicking on the I'm Interested button I hereby allow Outsourced Quality Assured Services, Inc. (Outsourced) to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.
