Our Company
At DOXA, we are dedicated to connecting businesses with top-tier talent across various industries. Our mission is to deliver innovative solutions that drive exceptional outsourcing services, enabling companies to expand their teams and grow their operations seamlessly.
What sets DOXA apart is our commitment to fostering a vibrant and supportive team culture. Join us and be part of a culture that prioritizes your happiness and well-being, ensuring you thrive both personally and professionally.
The Role
We are seeking a proactive and technically skilled
Application Support Specialist to serve as the frontline support resource for franchise owners and their teams across our core business software platforms.
This role is responsible for ensuring franchise operators can effectively use company systems to run their businesses. You will troubleshoot issues, manage user access, collaborate with vendors, support system upgrades, and provide training to end users. The ideal candidate combines technical aptitude with strong customer service skills and takes ownership of issue resolution from start to finish.
This position plays a critical role in maintaining operational continuity across our franchise network and directly impacts franchise satisfaction and performance.
Location: Must be in Philippines– Remote.
Environment: only Philippine candidates are allowed to apply.
Language: Excellent communication skills
Timezone: Monday-Friday, 9am-6pm EST (9:00 PM – 6:00 AM Philippine Standard Time)
Contract: Full-time Contract
Requirements
Experience:
- 2+ years of experience in Application Support, Help Desk, or Technical Support roles.
- Experience working in SaaS or cloud-based software environments.
- Experience using ticketing systems or service management platforms.
- Familiarity with Windows, macOS, and common productivity platforms.
Skills
- Strong troubleshooting and analytical problem-solving skills.
- Experience supporting CRM, ERP, or franchise management systems.
- Basic SQL knowledge for data troubleshooting.
- Familiarity with APIs and system integrations.
- Experience creating user documentation or conducting system training.
- Experience working with distributed or franchise-based organizations.
Characteristics
- Strong written and verbal English communication skills.
- Ability to work independently in a fully remote environment.
- Ownership mentality with strong follow-through
- Excellent customer service orientation
- Ability to explain technical concepts to non-technical users
- Strong organizational and time management skills
- Ability to manage multiple tickets and competing priorities
- Proactive mindset with continuous improvement focus
Responsibilities
Help Desk & User Support
- Serve as the primary support contact for franchise owners and team members via the ticketing system.
- Diagnose, troubleshoot, and resolve software and application issues in a timely manner.
- Provide clear guidance on system navigation, setup, and best practices.
- Deliver remote support using approved tools and methodologies.
- Participate in an on-call rotation for urgent, after-hours issues as needed.
User Account & Access Management
- Create, modify, and deactivate user accounts across supported platforms.
- Manage user roles, permissions, and system access levels.
- Ensure proper documentation of access controls and system configurations.
Application Troubleshooting & Vendor Coordination
- Work closely with internal teams and third-party software vendors to resolve escalated issues.
- Assist with diagnosing integration and interoperability challenges.
- Support API and data-related troubleshooting when required.
- Escalate recurring or systemic issues with clear documentation and root-cause analysis.
System Maintenance & Deployment Support
- Assist with software updates, patches, upgrades, and feature rollouts.
- Participate in system testing and validation prior to deployment.
- Help monitor system performance and report improvement opportunities.
Documentation & Knowledge Management
- Maintain internal documentation, troubleshooting guides, and SOPs.
- Develop self-help resources and training materials for franchise users.
- Monitor ticket trends and identify recurring issues to improve platform performance.
Franchise Onboarding & Training
- Support onboarding of new franchisees by assisting with system setup.
- Provide remote training sessions on supported software platforms.
- Ensure new users understand system functionality and operational workflows.
