The Role
Provide technical support and troubleshooting for platforms and applications; coordinate ticket resolution and escalations; maintain knowledge articles; manage ticket backlog; participate in 24x7 on-call rotations; drive continuous service improvements and advise customers on best practices while delivering strong customer service and clear communication.
Summary Generated by Built In
Job Description:
- Provide technical support and troubleshooting for platform and application issues, ensuring timely resolution.
- Assist the customer providing guidance on best practices for utilizing platforms and applications effectively.
- Coordination of ticket resolution with internal, external and vendors teams.
- Escalation Management.
- Knowledge Management (Creation of knowledge articles and internal knowledge base maintenance).
- Continuous service improvement to reduce incidents and their impacts.
- Overall Tickets backlog management.
- Salesforce knowledge is a plus.
- Participate in 24X7 on-call rotations and provide after-hours support as needed.
- Excellent organizational skills and attention to detail.
- Excellent communication and interpersonal skills.
- Fluency in English
- Structured and analytical problem-solving and solution-identifying in complex environments.
- Ability to work independently and collaboratively in a fast-paced, dynamic environment.
- Ability to multi-task and use good business judgement.
- Eagerness to learn and adapt to new technologies and processes.
- Strong customer service orientation.
Location:
DGS Philippines - Makati City - RCBC PlazaBrand:
MerkleTime Type:
Full timeContract Type:
PermanentSkills Required
- Provide technical support and troubleshooting for platform and application issues
- Coordination of ticket resolution with internal, external and vendor teams
- Escalation management
- Knowledge management: create and maintain knowledge articles and internal knowledge base
- Participate in 24x7 on-call rotations and provide after-hours support as needed
- Excellent organizational skills and attention to detail
- Excellent communication and interpersonal skills
- Fluency in English
- Structured and analytical problem-solving in complex environments
- Ability to work independently and collaboratively in a fast-paced environment
- Ability to multi-task and use good business judgement
- Strong customer service orientation
- Salesforce knowledge
dentsu Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about dentsu and has not been reviewed or approved by dentsu.
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Parental & Family Support — Paid parental leave at full pay and caregiver supports (including backup care) are emphasized as standout elements. Feedback suggests family-oriented benefits are a strong part of the package.
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Leave & Time Off Breadth — Flexible or unlimited PTO, extensive paid holidays, and a year-end office closure are established components. Feedback suggests time-off policies are generous and add meaningful flexibility.
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Retirement Support — A large, established 401(k) plan with employer matching is clearly documented. Feedback suggests retirement benefits feel competitive and straightforward.
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The Company
What We Do
We are dentsu. We team together to help brands predict and plan for disruptive future opportunities and create new paths to growth in the sustainable economy. We know people better than anyone else and we use those insights to connect brand, content, commerce and experience, underpinned by modern creativity. We are the network designed for what’s next
