Technical Support Engineer - Application Support ( Work-From-Home)

Shore360 · Philippines · posted today ago

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About this role

About Shore360:

Shore360 is a 100% Australian-owned BPO firm based in the Philippines, providing customized staffing and administrative support for international companies, handling recruitment, HR, IT, and office facilities so clients can focus on core business, offering transparent pricing, dedicated teams, and flexible setups.

Roles and Responsibilities

Diagnose and troubleshoot software application issues, including errors, bugs, and performance problems
Collaborate with software developers and other relevant teams to investigate and resolve complex application issues
Respond to user inquiries via phone, email, or ticketing system and
provide clear and concise explanations or instructions
Assist in the testing and deployment of application hotfixes and new releases
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 promptly 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 sprint 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 promptly
Determine feature requests that 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 on 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 a Technical IT Ops/System Admin role
At least 3 years of 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 applications), mobile devices, and other tech products
Excellent problem-solving and logical aptitude
Analytical Mindset
Excellent written and verbal communication skills
Understanding of networks, databases, and other technology
Work experience in technical writing of software documentation

ShoreXtra Perks

HMO Coverage upon regularization
20 Leave credits available upon regularization
Join our Social Passion Clubs to connect with like-minded peers and bring your whole self to work every day: Photography Club, Dance Club, Fitness Club, Book Club, Music Club
Engaging Monthly Events – Experience a vibrant culture with regular team activities and celebrations with amazing prizes and rewards
Bronze Referral Incentives – Get rewarded for bringing top talent to the team via our referral program.
Statutory Benefits: Maternity, Paternity, and Solo Parent Leaves, Magna Carta for Women, OT, and Premium Pays