Philippines onlyTechnical Support Associate
Location: Remote — Philippines (collaborating daily with the U.S. team)
Employment Type: Full-time
Help us power smarter supply chain operations. As a Technical Support Associate, you’ll diagnose and resolve software issues, support customers using ERP-based logistics tools, and ensure optimal system functionality through clear communication and technical expertise.
Benefits and Compensation
- Permanent Work from Home
- Paid Time Off
- Monthly Performance Bonus
- Annual Bonus
- Health Allowance
What you’ll do
- Troubleshooting & issue resolution: Diagnose, investigate, and resolve software-related issues within the platform. Identify root causes and guide users through effective solutions.
- Customer support & communication: Communicate clearly and professionally via email and video meetings. Translate technical processes into simple explanations for non-technical users.
- Ticket management: Track, prioritize, and log technical issues in the ticketing system to ensure timely and organized resolution. Provide updates within the project management framework.
- Documentation & knowledge base management: Create and maintain user guides, FAQs, and internal documentation. Record technical solutions to improve response efficiency and knowledge sharing.
- Escalation & collaboration: Escalate complex or unresolved issues to senior analysts or specialized teams when needed. Work cross-functionally to ensure customer success and system reliability.
What you’ll bring
- 1+ years of experience in technical support, ERP support, or software troubleshooting.
- Familiarity with ERP systems (NetSuite experience is a plus).
- Basic SQL knowledge (ability to write and understand simple queries is required).
- Strong written and verbal English communication skills.
- Critical thinking and problem-solving skills with a proactive, curious mindset.
- Ability to manage multiple tickets and prioritize effectively.
- A patient, customer-first attitude with professionalism and accountability.
