About this role
PROTECTION AND IMMUNITY, STARTING DAY ONE!
Grow your career while being supported with comprehensive HMO as early as your Day 1 with us!
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Awesome perks await in #WeAreTGT: EASTWOOD!
- Health & Wellbeing: HMO from Day 1 (with dependent & dental coverage), psychiatric & medicine support, flu shots, life insurance
- Rewards & Recognition: 24 PTOs (with conversion), annual appraisals, awards, referral programs, company events
- Growth & Perks: Free daily meals & treats, career development, certifications, overseas training, vibrant office culture
- Vibrant City Location: Work in EASTWOOD (Day Shift!)
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As an IT Support Analyst...
You'll be responsible with Workcover calculation queries and provide guidance consistent with product rules and available documentation.
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Ideal Technical Profile
- More than 3+ years of required experience in support, service delivery, or customer success within Saas/software development environments.
- Strong understanding of incident and problem management, including ticketing and escalation practices.
- Ability to interpret system behavior and articulate issues clearly to developers (reproduction steps, logs, screenshots, impact)
- High attention to detail for testing, data validation, and client onboarding activities.
- Excellent communication skills, both written and verbal, with the ability to convey technical information clearly to non-technical customers.
- Strong problem-solving and decision-making skills.
- Hybrid Set up: reporting site Eastwood (Day Shift)
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Your Impact Starts Here
Incident Management and Ticket Resolutions
- Responsible for providing high- quality support users and clients across the Company's risk and claims management software products.
- The role also supports continuous improvement through structured testing, feedback collection and collaboration with internal teams.
Key Responsibilities
- Triage, log and communication system bugs/issues to programmers, including clear reproductions steps, prioritization, and recommended corrective actions
- Coordinate and deliver client training on system use, including onboarding and refresher sessions as required.
- Test new and modified interfaces/functions, documenting results and escalating defects or usability concerns.
- Develop, maintain and distribute system updates to customers, including release notes, tips, known issues, planned improvements.
- Set up and board new clients in Quick claim, including collection of required data, validation of formats and coordination of configuration activities.
- Maintain accurate support documentation, knowledge base articles, and internal playbooks to support consistent delivery.
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MORE THAN JUST A JOB
Headquartered across the Philippines' most dynamic cities in BGC, Eastwood, Alabang, and Cebu, and now expanding internationally with our first overseas office in Sri Lanka, we're building a workplace that puts people first.
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