What Jobs are available for Technical Support in Parañaque?

Key Responsibilities:

• Respond to customer inquiries and resolve technical issues via phone, email, or chat
• Provide excellent customer service and ensure customer satisfaction
• Troubleshoot and diagnose technical problems using available tools and resources
• Document customer interactions and issue resolution in a ticketing system
• Collaborate with internal teams to resolve complex technical issues
• Stay up-to-date with new technologies and products to provide effective support

Qualifications:

• Senior High School graduate with at least 1 year of technical support experience, onsite experience preferred
• IT-related graduate with good communication skills, no experience required
• Excellent communication and problem-solving skills
• Ability to work in a fast-paced environment and adapt to changing situations
• Strong analytical and troubleshooting skills

Key Responsibilities:

• Respond to customer inquiries and resolve technical issues via phone, email, or chat
• Provide excellent customer service and ensure customer satisfaction
• Troubleshoot and diagnose technical problems using available tools and resources
• Document customer interactions and issue resolution in a ticketing system
• Collaborate with internal teams to resolve complex technical issues
• Stay up-to-date with new technologies and products to provide effective support

Qualifications:

• Senior High School graduate with at least 6 years of technical support or customer service experience.
• IT-related graduate with good communication skills, no experience required
• Excellent communication and problem-solving skills
• Ability to work in a fast-paced environment and adapt to changing situations
• Strong analytical and troubleshooting skills

As an ERP Technical Support Specialist, you will be a key member of the IT- ERP Support team, serving as the primary technical interface for all ERP-related issues. You will provide day-to-day support for system access, minor errors, configuration concerns, and other technical issues. This role is responsible for triaging and resolving technical problems, coordinating with internal teams and external partners as needed, and maintaining documentation to support knowledge sharing and process improvement. You will also help identify recurring technical issues and suggest improvements to enhance the reliability and efficiency of ERP operations. This position plays a crucial role in ensuring smooth, continuous, and reliable ERP system operations for the organization.

Technical Support & Issue Resolution

• Act as the first point of contact for ERP technical issues, troubleshooting and resolving system access problems, minor errors, and configuration concerns.
• Provide guidance to users on ERP system functionality and basic problem-solving techniques.
• Monitor recurring issues and escalate patterns that may indicate larger system problems.

Ticket & Request Management

• Receive, log, categorize, and prioritize ERP technical support requests daily.
• Track the progress of each ticket and ensure timely resolution in alignment with service expectations.
• Follow up on pending tickets and escalate unresolved issues to the appropriate teams.

Issue Escalation & Coordination

• Escalate complex technical issues to Application Development, Network/Infrastructure, or External ERP Consultant Partners as appropriate.
• Coordinate with internal teams and external partners to ensure effective problem resolution.
• Maintain clear communication with end-users regarding the status of escalated issues.

Master Data Management

• Coordinate ERP Master Data changes with ERP Administrative Support and Functional Support teams.
• Ensure all changes are accurate, properly approved, and documented in the system.
• Assist in validating data quality and identifying inconsistencies or errors.

Documentation & Knowledge Sharing

• Document recurring technical issues, troubleshooting steps, and solutions in the ERP knowledge base.
• Maintain up-to-date records of technical support activities, reports, and recommendations.
• Share best practices and lessons learned with team members to improve overall support efficiency.
• Proactive Issue Monitoring
  
  Monitor ERP system performance and identify potential technical issues before they impact operations.
• Recommend preventive measures or process improvements to reduce system disruptions.
• Support testing and validation of system changes, updates, or enhancements in collaboration with relevant teams.

QUALIFICATIONS:

• Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
• Equivalent combination of education and relevant work experience may be considered
• 1–2 years of experience in IT support, ERP technical support, system administration, or related roles.
• Hands-on experience with ERP systems, helpdesk operations, or technical troubleshooting is required.
• Exposure to cross-functional coordination and interaction with external vendors or consultants is highly desirable.
• Experience in Master Data management and ERP ticketing systems is an advantage.
• Practical knowledge of ERP systems and enterprise application workflows.
• Familiarity with ticketing or service management tools for logging, tracking, and reporting technical issues.
• Must be willing to work onsite from Monday to Saturday in our Head Office at San Martin De Porres, Paranaque.

As an ERP Technical Support Specialist, you will be a key member of the IT- ERP Support team, serving as the primary technical interface for all ERP-related issues. You will provide day-to-day support for system access, minor errors, configuration concerns, and other technical issues. This role is responsible for triaging and resolving technical problems, coordinating with internal teams and external partners as needed, and maintaining documentation to support knowledge sharing and process improvement. You will also help identify recurring technical issues and suggest improvements to enhance the reliability and efficiency of ERP operations. This position plays a crucial role in ensuring smooth, continuous, and reliable ERP system operations for the organization.

Technical Support & Issue Resolution

• Act as the first point of contact for ERP technical issues, troubleshooting and resolving system access problems, minor errors, and configuration concerns.
• Provide guidance to users on ERP system functionality and basic problem-solving techniques.
• Monitor recurring issues and escalate patterns that may indicate larger system problems.

Ticket & Request Management

• Receive, log, categorize, and prioritize ERP technical support requests daily.
• Track the progress of each ticket and ensure timely resolution in alignment with service expectations.
• Follow up on pending tickets and escalate unresolved issues to the appropriate teams.

Issue Escalation & Coordination

• Escalate complex technical issues to Application Development, Network/Infrastructure, or External ERP Consultant Partners as appropriate.
• Coordinate with internal teams and external partners to ensure effective problem resolution.
• Maintain clear communication with end-users regarding the status of escalated issues.

Master Data Management

• Coordinate ERP Master Data changes with ERP Administrative Support and Functional Support teams.
• Ensure all changes are accurate, properly approved, and documented in the system.
• Assist in validating data quality and identifying inconsistencies or errors.

Documentation & Knowledge Sharing

• Document recurring technical issues, troubleshooting steps, and solutions in the ERP knowledge base.
• Maintain up-to-date records of technical support activities, reports, and recommendations.
• Share best practices and lessons learned with team members to improve overall support efficiency.
• Proactive Issue Monitoring

Monitor ERP system performance and identify potential technical issues before they impact operations.

• Recommend preventive measures or process improvements to reduce system disruptions.
• Support testing and validation of system changes, updates, or enhancements in collaboration with relevant teams.

QUALIFICATIONS:

• Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
• Equivalent combination of education and relevant work experience may be considered
• 1–2 years of experience in IT support, ERP technical support, system administration, or related roles.
• Hands-on experience with ERP systems, helpdesk operations, or technical troubleshooting is required.
• Exposure to cross-functional coordination and interaction with external vendors or consultants is highly desirable.
• Experience in Master Data management and ERP ticketing systems is an advantage.
• Practical knowledge of ERP systems and enterprise application workflows.
• Familiarity with ticketing or service management tools for logging, tracking, and reporting technical issues.
• Must be willing to work onsite from Monday to Saturday in our Head Office at San Martin De Porres, Paranaque.

Job Type: Full-time

Benefits:

• Additional leave
• Company events
• Employee discount
• Health insurance

Ability to commute/relocate:

• Parañaque: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• How much is your expected salary?

Work Location: In person

Key Duties & Responsibilities

• Provide endpoint technical support (desktops, laptops, POS, MMS, AX, networks, PABX, PABGM, ELV systems).
• Serve as first-level contact for IT issues and coordinate with vendors for additional support.
• Log all issues/activities in MISD ticketing system with proper documentation.
• Diagnose and resolve endpoint and connectivity issues (LAN, WLAN, WAN, VPN, ZTNA).
• Assist in setup, configuration, cabling, and troubleshooting of endpoints and network equipment.
• Conduct cable installation, relocation, and maintenance.
• Support Office 365 (email, Teams, SharePoint, backups, recovery, updates).
• Collaborate with vendors for device warranty claims/repairs.
• Conduct vulnerability remediation with MXDR and MISD personnel.
• Provide after-hours/weekend support when required.
• Maintain 97% service desk resolution ratio.

Qualifications:

• Graduate of bachelor's degree in any computer-related courses.
• Preferably with 1-2 years' relevant experience.
• Experience in troubleshooting and maintenance of IT hardware, software, and networks.
• Experience in administering data backup and recovery procedures.
• Experience in IT asset management and evaluation.
• Can work with minimal supervision.
• Willing to work in shifting schedule including weekends and holidays.
• Willing to render overtime if necessary.

Benefits:

• Company Christmas gift
• Company events
• Health insurance
• Life insurance
• Opportunities for promotion
• Paid training

As a Technical Support Engineer, you are responsible for helping medical professionals resolve software issues so that they can develop lifesaving treatments in a more secure, efficient, and compliant environment. Successful candidates can confidently handle customer issues with a level-headed and proactive attitude.

This job is an excellent opportunity to further hone your software development, troubleshooting, and deployment skills, especially for Linux-based servers. Tech professionals with a strong interest in learning more about medical software also greatly benefit from working with an industry leader.

See if this job is right for you.

How You Spend Your Eight Hours

• Respond to client problems and questions coming in through email and phone calls
• Diagnose, troubleshoot, and resolve portal, transport, and network issues with clients
• Manage multiple client cases simultaneously and provide regular progress updates to clients with open support issues
• Enter client-related information, including case history, into the contact tracking database
• Accurately identify, replicate, and document software defects and client-requested product enhancements in the appropriate tracking system
• Assist with the build of Linux-based servers for deployment at client sites
• Help customers install, configure, and use the AG Mednet network and peripheral systems

What You Must Possess

• Degree in a technical discipline or equivalent experience
• Strong knowledge of the Linux Command Line Interface (CLI) is required
• One to two years of experience working in a service and/or technical support environment supporting Linux servers (Red Hat or CentOS Linux is a plus)
• Experience with Windows and OS X operating systems
• Experience with MySQL or PostgreSQL required (ability to write complex queries preferred)
• Broad understanding of LAN and WAN technologies
• Shell scripting experience (BASH, Python)
• Well-developed troubleshooting skills (i.e., an out-of-the-box creative problem-solver)
• Excellent customer service skills with the ability to handle and diffuse difficult situations
• Ability to respond to clients with a high degree of professionalism and accuracy
• Excellent verbal and written communication skills
• Ability to multi-task and work under dynamic conditions and constraints with minimal supervision
• Experience with ticketing systems preferred but not required (e.g., Salesforce, Desk, Jira, Confluence)
• Exposure to AWS and application servers is a plus

What You Shall Receive

• HMO coverage starts upon regularization. First dependent after 1 year, second after 2 years. Additional dependents can be added anytime at employees expense
• VL/SL credits upon regularization
• Friendly and supportive work culture
• 13th-month pay and other Philippine government-mandated benefits
• Non-taxable allowances
• Pay increases, performance bonuses, birthday gifts, and many more

What You Should Consider

• Full-time position
• Monday to Friday, night shift
• Hybrid work setup with on-site training

Why Join Our Company
You look for a company whose senior management listens to what you are and aren't saying and whose managers and team leads you can genuinely connect with. According to Glassdoor, 99% of the current and previous employees recommend Unity Communications to their friends, and 100% approve of its executive management. Our company is a Certified Great Place To Work that values inclusion and diversity and spreads kindness and positivity.

Job Description

• Monitor team performance metrics and ensure adherence to SLAs and quality standards
• Identify training needs and conduct regular coaching and performance reviews
• Report recurring issues and liaise with other teams and departments to have them resolved and ensure quick First-time resolution (FTR)
• Maintain effective communication flow with the rest of CS teams
• Assist in workforce planning, scheduling. and resource allocation
• Collaborate with cross-functional teams to communicate player insights and improve gaming experience
• Act as a subject matter expert and assist with internal escalations and take supervisor chats/calls
• Champion best practices for online community safety, player satisfaction, and support efficiency
• Prepare daily shift report and monitor team member's schedule adherence
• Other relevant responsibilities as delegated by the line manager

KEY COMPETENCIES AND SKILLS

• Experience in online gaming or interactive entertainment preferred
• Team player - work as part of a team to improve the overall performance of the Customer Support teams
• High level of attention to detail. Organized and has good presentation skills
• Familiarity with customer support platforms (e.g. Zendesk, JIRA, Genesys) and ticketing systems
• Flexible in terms of working schedules
• Strong leadership. communication, and conflict resolution skills
• Reliable with a strong work ethic and can work with minimal supervision

KEY PERFORMANCE INDICATORS/KEY SUCCES FACTORS

• Quality control
• Customer Satisfaction
• Response and resolution time
• Attendance

Minimum Requirement: 2+ years in a supervisory or team lead role within customer support on contact center environment

The Customer Operations Support's mission is to support Business Development and Key Account Management teams and translate customer needs into execution process, act as the bridge between Front office and IFFO / operation teams.

WHAT ARE YOU GOING TO DO?

Accounts Management/Handling and Customer Care:

• Assist Business Development and Key Accounts with visits to customer whenever needed
• Manage the relationship of existing accounts by proactively anticipating their needs.
• Handle resolution of complaints through further investigation with concerned parties
• Work closely with the account handlers on the updates, or concerns needed to be highlighted.
• Assist Business development and key accounts to gather requirements from a customer and sales commitment before transmission to IFFO/Middle office
• Leads in analyzation, checking and review of data to fulfill the customer requirements.
• Provide solutions and support to IFFO, Business Development and Key Accounts Management team as required.
• Provide customer feedback to IFFO/Middle office for continuous improvement
• Ensures monitoring reports and other reports required by the customer are being submitted using Bollore PH template/customer's template.
• Review and analyze RCAPA / incident reports as required by the customer before sending to customer.
• Maintains and leads in monitoring the summary of claims and cargo irregularities received from customer.
• Handling of account as necessary.

SOPs, KPI, Business Review and Account Initiatives

• Rectify service, communication, coordination and operational concerns and account management-related issues
• Identify, articulate, and propose service improvements
• Work with the account handler to align efforts & deliverables to support and strengthen objectives of the handled account.
• Identify and report on new opportunities for business growth and business threats
• Work with the account owner to articulate and deploy SOPs
• Assist on customer SOP/customer profile (customer expectations, requirements, and specific constraints + other updates)
• Ensures implementation of customer SOP – traffic analysis
• Monitoring of KPI agreement.
• Participating/attend in business reviews (monthly, quarterly) as required by customer.
• Collate, update, and maintain Account Dashboard for review/reporting
• Review and communicate with stakeholders on handled accounts KPIs and expectations
• Collaborate with the team to ensure clear communication, alignment, and efficient execution accounts handled.

Manage relationship with customer and internal network

• Secure implementation of new and/or complex traffics with FO MO and Supply chain teams : SOP - Traffic analysis
• Manage customer relationship for day to day operations, inform customer of any relevant information positive or negative regarding their operations
• Be the first point of contact for other COSs regarding any traffic related to their entity
• Inform the CSS & Sales in case of problems related to customer profile : SOP - Traffic analysis, customer relationship : contacts, shipment status,.

Monitor the execution

• Monitor the execution of transport orders and troubleshoot
• Manage final data quality

Collaboration

• Coordinate with ODS, CES, IFFO, IFFOS & Customer data compliance operator
• Comply with company requirements related to QHSE.

WHAT ARE WE LOOKING FOR?

• Must possess any Bachelor's Degree preferably in Logistics & Transportation
• Has at least minimum of five (5) years work experience in Staff Management , multi-cultural MNC environment, and at least three (3) years work experience in Logistics and Forwarding business
• Strong analytical and management skills
• Strong communication skills, written and presentation skills in English
• Excellent team working and leadership skills
• Strong PC skills in Microsoft Word, Excel and Powerpoint
• Goal oriented, motivated self-starter with excellent organization skills and ability to multi tasks
• Outspoken, Strong People Skills
• Ability to provide value added business solutions and alternatives

WHAT DO WE HAVE TO OFFER?

• HMO w/ 2 free dependents from day 1 of hiring
• Group Life Insurance
• Medical Reimbursement (includes eyeglasses)
• Service Incentive Leave + Sick Leave + Vacation Leave + Bereavement Leave + Wedding Leave
• Birthday token
• Annual Performance Reviews w/ a chance of a salary alignment
• Annual Company Performance Bonus

ABOUT TOMORROW

We value your professional and personal growth. That's why we share plenty of career opportunities for you to thrive within CEVA. Join CEVA for a challenging career.