Location: Pampanga

Work Type: Permanent

Roles and Responsibilities

  • Ensure that new unassigned tickets are triaged and responded to within SLA timeframes (First Reply Time)
  • Ensure that backlog tickets are resolved or escalated to JIRA within SLA timeframes (Agent Work Time)
  • Ensure that backlog tickets are updated in a timely manner with current developments within SLA timeframes (Next Reply Time or Periodic Reply Time)
  • Ensure that the client is provided with any known workarounds immediately or within SLA timeframes
  • Ensure that regular requests for follow-up are issued to tickets that are pending the client’s response daily
  • When required, ensure testing is performed in test environments before the configuration is implemented into production environments
  • Required to learn application configuration and apply understanding of infrastructure or development constraints for diagnosis
  • Required to participate in product training to learn updates and support all Janison Products or Clients
  • Participate in handover training for new clients transitioning into BAU Support
  • Ensure regular participation is met in development sprints demos to maintain current knowledge of functional, operational, and technical aspects of the Janison products
  • Escalate tickets into JIRA with the appropriate level of detail – Jira Bug template, for acceptable handover and assign the appropriate Scrum team
  • Effectively and accurately communicate relevant product knowledge to clients and Janison staff in a timely manner
  • Determine Features Request have been raised as an Incident and establish if the client is willing to fund the new feature request. Gather all details and send them to the Support Manager, Account Manager, and/or Product Owner to engage the client when required
  • Support testing SIT/UAT, report bugs and deficiencies identified in the product immediately
  • Coordinate with the Support Team Lead any site configuration changes to meet the client’s requirements to determine any costs or approval needed
  • Prepare Post Incident Reports with the Support Team Lead if required
  • Perform deep-dive analysis on incidents tagged for review to reduce escalations to Level 3 teams
  • Update client site configuration documentation with any changes that have been made within agreed timeframes and uploaded to the knowledge bank
  • Create or update Knowledge Bank articles for identifying workarounds to be promoted to client-facing resources  

Required Experience

  • At least 3 years experience in Technical IT Ops/System Admin role 
  • At least 3 years experience in a Customer Service role 
  • Experience in SaaS-based application support 
  • Experience in Microsoft Office Operating Systems
  • Experience in Customer Service or Service desk/call logging systems i.e. Zendesk, Jira, Freshdesk, Genesys

Minimum Qualifications

  • Tertiary qualifications or equivalent experience 
  • Good understanding of computer systems (hardware, software, and application), mobile devices, and other tech products
  • Excellent written and verbal communication skills
  • Understanding of networks, databases, and other technology 
  • Working experience in technical writing of software documentation

Work Setup: Permanent Work From Home (WFH) 

ShoreXtra Perks

  • Free barista-style coffee
  • Free parking and jeepney services
  • Highly engaged team
  • Unlimited potential for growth
  • Challenging role
  • Fun and family-oriented working environment