Join Our Professional Community: Forge Connections, Shape Futures, Together, Powering Businesses Worldwide!
Are you ready to be part of a professional community that's powering businesses globally to save, grow and transform? Do you want to work with innovative technology, alongside talented professionals who share your passion for excellence? Look no further - hammerjack has the perfect opportunity for you!
Role: Application Support Analyst
Location: Makati | Full-time work on-site for the first 6 months
About Us:
At hammerjack, we're not just another outsourcing company - we bring together skilled professionals from the Philippines with businesses worldwide, leveraging expert operations and the latest technology to create connections that empower our community. Our mission? To improve lives by fostering meaningful professional relationships and driving success on a global scale.
Our Impact:
Over the years, we've built workplaces that empower employees to thrive, contributing in meaningful ways to the success and culture of companies around the globe. With our focus on professional services and our people-first culture, hammerjack has become a trusted partner for businesses and professionals alike, humanizing the outsourcing industry one connection at a time.
JOB OVERVIEW
The Application Support Analyst provides first-line technical support to client’s customers, addressing and resolving technical issues while ensuring timely responses and resolution of support tickets. This role involves managing and fielding customer queries through Freshdesk and Azure DevOps ticketing systems, escalating more complex issues to developers and / or DevOps team for further technical investigation. The Application Support Analyst is also responsible for onboarding new customers by provisioning their production and sandbox environments through client’s web frontend.
DUTIES AND RESPONSIBILITIES
- Helpdesk & Ticket Management:
- Act as the first point of contact for customers experiencing technical issues or needing assistance with client’s application.
- Use Freshdesk and Azure DevOps to manage, track, and resolve customer tickets, ensuring that all support requests are handled in a timely and eKicient manner.
- Troubleshoot basic technical issues and provide appropriate solutions or workarounds to customers.
- Escalation of Issues:
- Escalate complex technical issues or unresolved tickets to the appropriate team members, including developers or DevOps for further investigation.
- Maintain clear communication with both the customer and internal teams throughout the ticket resolution process, ensuring transparency and updates on ticket progress.
- Customer Onboarding:
- Manage the onboarding process for new customers, including the setup and provisioning of both production and sandbox environments via the Client web frontend.
- Provide guidance and support to new customers during their onboarding phase, ensuring they have all the resources and information needed to successfully use the application.
- Customer Liaison:
- Communicate with end users in a clear, friendly, and professional manner, helping them understand technical solutions and processes.
- Act as a liaison between the development team and the customer to ensure issues are understood and addressed eKectively.
- Documentation & Knowledge Base:
- Maintain and update support documentation, knowledge base articles, and FAQs to assist customers in self-service resolutions.
- Contribute to the continuous improvement of support processes by identifying areas for improvement and documenting best practices.
- Continuous Learning:
- Stay up to date with the latest features and functionalities of the application, ensuring that you can provide the best possible support to customers.
- Continuously develop technical knowledge related to the application and its backend infrastructure.
SKILLS AND COMPETENCIES
- Technical Skills:
- Familiarity with ticketing systems such as Freshdesk and Azure DevOps.
- Basic understanding of web applications and the ability to troubleshoot common issues related to front-end and API functionality.
- Experience with customer onboarding processes and provisioning environments via web interfaces is an advantage.
- Customer Service & Communication:
- Strong customer service orientation, with excellent verbal and written communication skills.
- Ability to explain technical concepts to non-technical users in a clear and concise manner.
- Problem Solving:
- Effective at diagnosing and resolving basic technical issues quickly and efficiently.
- Proactive in escalating more complex issues to the appropriate team members
- Team Collaboration:
- Strong team player, able to work closely with the development and DevOps teams to ensure customer issues are resolved
- Ability to liaise between technical and non-technical stakeholders, ensuring clear communication and understanding.
QUALIFICATIONS
- Tertiary qualification in Information Technology, Computer Science, or a related field is an advantage but not required.
- 3+ years of experience in a technical support or helpdesk role, ideally in a SaaS or web-based application environment.
- Experience using ticketing systems such as Freshdesk and Azure DevOps
What's in It for You:
- Flexibility: Work hybrid (remotely and from one of our inspiring offices) and enjoy a better work-life balance!
- Inspiring Workspaces: Our offices are strategically located and designed to fuel your best work.
- Free Unlimited Barista Coffee and Booze: Enjoy refreshments from our cafe and beverage bar.
- Dynamic Open Spaces: Conducive for productivity and creativity.
- State-of-the-Art Security: Ensuring your safety and peace of mind.
- Game Rooms: Take a break and unwind with our recreational facilities.
- Competitive Compensation: Your talents deserve to be rewarded! We help you negotiate with our clients.
- Professional Growth: Access to ongoing training and development opportunities to help you reach your full potential.
- A Supportive Community: Join a diverse and inclusive team that's dedicated to your success.
- Global Impact: Be part of something bigger and make a difference on a global scale.
Ready to Make a Difference?
If you're ready to join a dynamic team and be part of something truly special, we want to hear from you! Apply directly on this job ad, and let's forge a brighter future together!
hammerjack is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
What We Do
Outsource Solutions For Business hammerjack is an Australian & Philippine owned and operated offshore outsourcing services provider. Headquartered in Sydney with multiple operating offices in Makati, Manila, and Pampanga, Philippines. We specialise in providing dedicated, high performing teams and outsourced services to the global small and midsize business market. Our solutions deliver quality and consistent outcomes and are helping businesses to focus on their core competencies, reduce operating costs and deliver more value to their customers. hammerjack has been a major player in developing the new Knowledge Process Outsourcing (KPO) industry in the Philippines servicing the Australian, U.S.A and U.K markets. Over the last 7 years we have sourced trained and developed top talent focussed on the Finance, Accounting, Bookkeeping, IT and Virtual Assistant services space. Our knowledge and experience in implementing the latest technologies and systems to support the best people has led to continued success for our clients and their remote teams, all while placing information and cyber security at the forefront. Our operating model was born in the enterprise services space and has been specifically developed to cater for the small, midsize market. This experience and collaborative customer approach set business up for success, no matter where they are on their journey. We offer an enterprise level approach to continuous improvement, high performance & quality, and world class customer experience. Our ability to deliver this level of service across multiple lines of business and industry verticals is a product of our investment in people, technology and the governance that sits behind it all.
