Senior Product Support Analyst (JavaScript, HTML)

ROLE SUMMARY

Our client is looking for a Senior Product Support Analyst to join their rapidly growing company in support of multiple SaaS applications. This role will be responsible for providing advanced product support to internal customers, addressing inquiries, troubleshooting issues, and resolving complex problems related to the company's products or services. Additionally, he/she will provide escalation support for client product users.

• SCHEDULE: 9:00 AM 6:00 PM Pacific Daylight Time (12:00 AM 9:00 AM Philippine Standard Time), follows Philippine holidays

• POSITION TYPE: Full Time

• WORK ARRANGEMENT: Remote

• ESSENTIAL FUNCTIONS

Triage incoming tickets and respond to basic questions via Slack

• Instruct users to submit support requests as needed

Manage and prioritize incoming support requests, ensuring timely resolution

• and adherence to service level agreements (SLAs)

Create and maintain comprehensive documentation, including troubleshooting guides, knowledge base articles, and FAQs, to facilitate efficient support delivery and empower customers to resolve issues independently

• Collaborate with cross-functional teams, including product development, engineering, quality assurance, and technology operations to escalate and resolve critical issues, prioritize feature requests, and provide feedback for product improvement

Provide training and guidance to more junior product support analysts, sharing best practices, technical knowledge, and troubleshooting techniques to enhance team capabilities and performance

• Identify opportunities proactively to streamline support processes, optimize workflows, and enhance customer experience through automation, tooling, and other innovative solutions

• QUALIFICATIONS

A bachelor's degree in the related field is preferred

• Experience with an online ticketing system for logging and resolving issues

Experience working with job boards, job search engines, digital marketing

• technology and recruitment technology platforms are a major plus

Working knowledge of JavaScript is a must

• Experience in Regular Expressions and SQL are a plus but not required

Experience in a multi-client environment

• Basic knowledge of XML, HTML, or other markup language(s)

Basic understanding of URL tracking technology

• Ability to collaborate cross-functionally with client services, products, engineering, account management, and other stakeholders

Independent, self-motivated, and able to be flexible and multi-task in a fluid

• work environment

Ability to prioritize, organize, and manage work efficiently and effectively

• Great communication skills to translate technical language to non-technical users

Strong organization, oral and written communication skills

• What awaits you upon securing the position

Assured allowances

• Leave credits

Overtime Pay

• Night differential benefits

Comprehensive health and life insurance upon hiring, covering one free dependent

• Special anniversary incentives

13th-month salary bonus

• We provide the necessary equipment!

Other Details

• Work Schedule: Night Shift

Full Time

• Permanent WFH set-up

Job Type: Full-time

Benefits:

• Company events

Health insurance

• Life insurance

Work from home
Schedule:

• Night shift

Supplemental pay types:

• 13th month salary

Anniversary bonus

Experience:

• Senior Product Support Analyst: 3 years (Preferred)

JavaScript: 2 years (Preferred)

• online ticketing system for logging and resolving issues: 2 years (Preferred)

Regular Expressions and SQL: 1 year (Preferred)
* XML, HTML, or other markup language(s): 1 year (Preferred)