Technical Support Representative

Discover your 100% YOU with MicroSourcing!

Position: Technical Support Representative

Work setup & shift: Remote

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 Support Specialist, you will:

• Interact daily with end users, including IT teams and third-party vendors, via email, phone, and screenshare support.
• Apply knowledge of applications to effectively interpret, troubleshoot, and resolve client support issues.
• Learn and maintain a detailed understanding of clients, products, and services.
• Support the entire Mediaocean suite of applications, SSO as well as FTP-related setup and issues.
• Work closely with internal teams globally to resolve support concerns and communicate updates regarding key projects and system issues.
• Comply with internal and external SLAs while consistently meeting or exceeding established support metrics.
• Manage and monitor escalated system issues and ensure timely resolution.
• Work flexible shifts as needed to support global clients and operations.
• Understand how clients consume and utilize data, collaborating with internal teams to anticipate and address unique client requirements.
• Coordinate with internal stakeholders to complete client-related projects and initiatives.
• Gather, analyze, and prioritize Key Performance Indicators (KPIs) and report insights to upper management.
• Participate in ongoing projects and audits and day-to-day management of internal tools.
  
  

What You Need

Non-negotiables

• Experience in technical support, application support, or client-facing support roles.
• Strong troubleshooting and analytical problem-solving skills.
• Excellent written and verbal English communication skills.
• Ability to manage escalations and work effectively in SLA-driven environments.
• Strong attention to detail and organizational skills.
• Willingness to work flexible schedules and some holidays as needed.
• Experience handling tickets from start to finish, including internal collaboration on escalated or urgent issues.
  
  

Preferred Skills/expertise

• Experience supporting cloud-based and desktop software applications, including some experience working in both Windows and MAC environments.
• Familiarity with SSO and FTP troubleshooting and support.
• Experience working with enterprise or global clients.
• Experience using ticket systems such as Zendesk and Jira.
• Experience working on support operations processes.
• Ability to collaborate cross-functionally with technical and business teams.
  
  

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

• Terms and conditions apply