Level 1 Support Services Analyst

Job Category: Customer Service
Job Location: Clark, Pampanga

Want to be a part of an Australian-based team? We got you covered! Land this awesome opportunity we have for you and be the Level 1 Support we’re looking for!

Why you will love working with this Client?

Our client is an Australian software company with a global presence working in incident management and response.  They have had a Philippines team for a number of years now, and their continuous growth has created more opportunities.  Joining this company will open greater opportunities for your career. Apply now!

Location / Shift

Clark Office, Morning Shift

NOTE: You must be willing to work in the office in the above office location to apply for this position

Job Description

We are looking for a Level 1 Support Services Analyst who will ensure that all customer needs are promptly and professionally addressed by responding to customers’ requests, problems, questions and concerns in a timely and accurate manner, while exercising the highest level of service and quality.

Other responsibilities:

  • ● Customer Support
    • – Provide accurate, timely and professional support to the customer’s satisfaction using phone, email, portal, forums, and chat tools.
    • – Gather information about customer problems and needs and analyse to help determine cause
    • – Contribute to the knowledge about a customer to help with future support interactions.
    • – Promptly resolve issues and questions meeting SLA requirements
    • – Confirm that technical workarounds and resolutions are satisfactory before asking the customer to confirm themselves
    • – Produce reports of customer support and system usage as required
  • ● Product Knowledge
    • – Proactively advance product knowledge to an expert level including self-education and experimentation with new product features, common tasks and problems, and how these are applied or used within different solution settings.
    • – Assist with maintaining (client)’s knowledge base by contributing content and insights into common questions, and opportunities for improvement.
    • – Share product feature requests and functionality gaps with internal teams to assist in defining the product roadmap and developing highly requested features
  • ● Internal Collaboration & Support
    • – Be the customer advocate within (client) and take responsibility for driving issue resolution and a shared understanding of the customer perspective.
    • – Coordinate and collaborate with (client) staff (DevOps, Engineering etc.) to ensure SLA requirements are understood and met, and to help achieve the best solution.
    • – Investigate issues, document your findings, and attempt to find a resolution before escalating to other teams.
    • – Add value to internally escalated support tickets to include replication steps, links to relevant locations, and a conversion from the Customer’s terminology into (client) terminology


  • Bachelor’s degree or higher in a relevant field
  • ● 2 years in a software support services role
  • ● Experience with providing support to non-technical users of software, software requirements or problem analysis and modern service management practices and systems

Why join optiBPO?

optiBPO is an exciting workplace where you will be surrounded by smart, talented, and motivated professionals that supports clients across Australia, New Zealand, United States, Canada, United Kingdom, and Europe. optiBPO helps clients in planning, building, and managing dedicated offshoring teams in the Philippines.

Enjoy great perks and benefits such as in-house medical team and HMO coverage. We maintain a healthy workplace that promotes collaboration, creativity, and teamwork. It is important for us to help you advance your career by elevating growth strategies and learning opportunities throughout your career journey with us.


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