Level 2 Support Analyst – AU Experience

Job Category: Customer Service
Job Location: Clark, Pampanga

Be part of a growing Australian team and work as a Level 2 Support Analyst for an amazing company. Apply now and enjoy great benefits and perks!

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

The Support Services Analyst (Level 2) we are looking for a will ensures 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. 

You are also responsible for contributing to the analysis of customer problems and requirements, the development of the solutions and workarounds, and testing and configuring the client’s software to implement those solutions on behalf of customers.

Other responsibilities:

  • 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 analyze them to help determine the 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.
  • ● Act as the first point of escalation for the offshore team
  • ● Assist the offshore team to answer their questions related to the system, support processes and general best practices
  • ● 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 the 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
  • ● Be the customer advocate within the client and take responsibility for driving issue resolution and a shared understanding of the customer’s perspective
  • ● Coordinate and collaborate with the client’s 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 the client’s terminology


  • Bachelor’s degree in business/commerce/information technology/computer science, or equivalent qualifications or experience
  • ● Minimum of 2 years experience in support services and analysis
  • ● Experience in providing support to non-technical users of the software
  • ● Experience in software requirements or problem analysis
  • ● Experience with 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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