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Platform Support Analyst - Tech Course Content
CloudSwyft Global Systems
Makati City, Metro Manila
Hiring until March 14
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
Job Details
Employment Type
Full-Time
Position Level
Professional
Work Schedule
Day Shift
Job Category
Computer & IT
Vacancy
0
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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