Tier 1 Analyst of Support Services (Intermediate)

Discover your 100% YOU with MicroSourcing!

Position: Tier 1 Analyst – Support Services
Location: Eastwood, Quezon City
Work setup & shift: Onsite | Night shift

Why join MicroSourcing?

You'll have:

Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
Career Growth: Take advantage of opportunities for continuous learning and career advancement.
Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role:

As a Tier 1 Analyst – Support Services, you will:

• Act as the first point of contact for restaurant locations reporting onsite technical issues.
• Evaluate, categorize, and triage new incidents while accurately documenting details in the ticketing system in real time.
• Provide Service Desk support via phone, email, and web-based portals.
• Troubleshoot hardware and software issues, resolve incidents within defined SLAs, or escalate to Tier 2 when necessary.
• Search and utilize the knowledge base for every interaction to drive First Call Resolution.
• Maintain SLA targets including 5–7 minute handling time, 80%+ First Call Resolution, and 1.5-minute Average Speed of Answer.
• Ensure all reported issues are acknowledged, logged, and tracked with complete and accurate documentation.
• Monitor and manage ticket queues, proactively assign unassigned tickets, and maintain case resolution within 5 days or less on average.
• Maintain performance metrics including 80%+ CSAT, 75%+ ticket quality score, and <10% abandonment rate.

What You Need:

Non-negotiables

• High school diploma or GED.
• Prior experience in a customer service or technical support role providing remote assistance.
• Strong verbal and written communication skills.
• Basic troubleshooting skills for hardware and software.
• Ability to work onsite in Eastwood, Quezon City on a night shift schedule.

Preferred skills/expertise

• Experience supporting restaurant or retail environments.
• Familiarity with ticketing systems (e.g., NetSuite or similar platforms).
• Basic understanding of how technology supports business operations in customer-facing industries.
• Strong organizational skills with the ability to multitask in a fast-paced queue environment.
• Proven track record of meeting or exceeding KPI-driven scorecards.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

*Terms & conditions apply.