Application Support Analyst
About this role
Job Description:
- Provide technical support and troubleshooting for platform and application issues, ensuring timely resolution.
- Assist the customer providing guidance on best practices for utilizing platforms and applications effectively.
- Coordination of ticket resolution with internal, external and vendors teams.
- Escalation Management.
- Knowledge Management (Creation of knowledge articles and internal knowledge base maintenance).
- Continuous service improvement to reduce incidents and their impacts.
- Overall Tickets backlog management.
- Salesforce knowledge is a plus.
- Participate in 24X7 on-call rotations and provide after-hours support as needed.
- Excellent organizational skills and attention to detail.
- Excellent communication and interpersonal skills.
- Fluency in English
- Structured and analytical problem-solving and solution-identifying in complex environments.
- Ability to work independently and collaboratively in a fast-paced, dynamic environment.
- Ability to multi-task and use good business judgement.
- Eagerness to learn and adapt to new technologies and processes.
- Strong customer service orientation.
Location:
DGS Philippines - Makati City - RCBC PlazaBrand:
MerkleTime Type:
Full timeContract Type:
PermanentCompany at a glance
Merkle, a dentsu company, powers the experience economy. For more than 35 years, the company has put people at the heart of its approach to digital business transformation. As the only integrated experience consultancy in the world with a heritage in data science and business performance, Merkle delivers holistic, end-to-end experiences that drive growth, engagement, and loyalty. Merkle’s expertise has earned recognition as a “Leader” by top industry analyst firms, in categories such as digital transformation and commerce, experience design, engineering and technology integration, digital marketing, data science, CRM and loyalty, and customer data management. With more than 16,000 employees, Merkle operates in 30+ countries throughout the Americas, EMEA, and APAC.
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