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Platform Support Analyst - Tech Course Content

CloudSwyft Global Systems

Makati City, Metro Manila

Hiring until March 14

Refer & Earn

Up to PHP 3,000

Job Description

  • Provide CloudSwyft platform support for end-customers (its learners, administrators and users) as well as partners
  • Act as a Level-1 or Tier-1 support resource for colleagues with less or new experience about the CloudSwyft Platform products and services
  • Assist users and end-customer administrators on CloudSwyft Technology Learning Platform products and services
  • Perform Level 1 or Tier-1 Ad-Hoc Analysis
  • Provide Level-1 or Tier-1 platform and technical support to customer admins, users and learners of CloudSwyft Platform products and services
  • Resolve Level 1 or Tier-1 CloudSwyft Learning Platform support issues
  • Assist senior leaders and management in disaster recovery planning and testing
  • Coordinate support activities to identify, diagnose and rectify problems with little precedence
  • Contribute in developing innovative solutions and/or systems modifications to reduce end-user / end-learner problems
  • Contribute in developing mitigating and/or preventive solutions across CloudSwyft Platform products
  • Simulate user problems to resolve operating difficulties Implement new systems for support activities in CloudSwyft
  • Conduct office automation feasibility studies
  • Contribute in designing new methods of from basic to complex reporting and presentation
  • Install hardware equipment, software and administer maintenance agreements
  • Oversee integration, compatibility and continuing operations of systems to ensure minimal disruption
  • Perform acceptance testing of installed or upgraded equipment Maintain CloudSwyft technology learning platform systems
  • Conduct research alternatives to existing software and hardware
  • Develop supporting documentation of all activities
  • Organize system activities including planned maintenance events, system backup processes and disaster recovery drills

Qualifications

Educational Attainment

College Graduate

Min. Work Experience

2 years

Qualification Summary

  • Bachelor’s Degree in Information Technology, Business Management etc. and / or at least Vocational degrees in Information Systems, IT Support, Customer Support Service, Technical Support Service, Computer Applications OR equivalent relevant experience in customer service or Technical Support
  • At least 1-3 years’ professional and working experience in customer or technical support experience in a BPO / ITO corporate setting or in software technology companies
  • Good general communications skills
  • Proficient customer or client engagement and communication skills
  • Experience in roles related to customer success management for software technology companies is a PLUS
  • Proficient in Microsoft Office Word, Excel, PowerPoint for product support documentations
  • Knowledge and experience in using customer support and ticketing tools (i.e. Freshdesk, Zendesk, BMC software applications etc.)
  • Experience in using software development management and monitoring tools (JIRA, Confluence, Trello etc.) is a PLUS
  • Knowledge and experience in using IT or Product Asset Management tools (i.e. ServiceNow etc.) is a PLUS
  • Knowledge and experience in using data analysis tools for monitoring support tickets (i.e. Microsoft Power BI or Tableau) is a PLUS

Skills Required

Application Support

Technical Support

Benefits

HMO
Life Insurance

Job Details

Employment Type

Full-Time

Position Level

Professional

Work Schedule

Day Shift

Job Category

Computer & IT

Vacancy

0

cloudswyft-global-systemsphotos-1

About CloudSwyft Global Systems

The Leader in Learning-as-a-Service and providing Technology Skills Development Platform across Asia Pacific.   CloudSwyft Global Systems, Inc. is a technology product company based in Manila, Philippines with clients across APAC; Singapore, Malaysia, Philippines, Thailand, and Indonesia to name a few. In 2017, CloudSwyft has partnered with Microsoft to deploy CloudSwyft’s Learning Platform Learning Platform Suite (LaaS) bundled with hundreds of 21st century, latest technology skills course content as well as offer hand-on labs technology platform geared towards modern digital skills...

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