Application Support Analyst - Philippines

Application Support Analyst – Level 1

Position Summary

The Level 1 Application Support Analyst is responsible for providing first-line customer support by triaging, logging, diagnosing, and resolving customer cases via phone, email, or portal. The role ensures accurate case management, SLA compliance, effective escalation, and a high standard of customer service within a global support environment.

Key Responsibilities

• Provide first-line application support to customers
• Triage, prioritise, and manage support tickets in line with SLAs
• Resolve issues or escalate to Level 2/3 support teams as required
• Maintain accurate documentation and case updates
• Deliver a positive customer experience through effective communication
• Collaborate with Customer Success, Product, Technology, and Sales teams
• Support onboarding, renewals, and customer lifecycle activities
• Contribute to continuous improvement and knowledge-sharing initiatives

Required Experience & Skills

• 2+ years’ experience in application support or a similar role
• Strong customer service and communication skills
• Ability to troubleshoot and problem-solve effectively
• Understanding of IT concepts and support processes
• Strong organisational and time management skills
• Ability to work independently and collaboratively

Preferred Qualifications

• Tertiary qualification in a technology-related discipline
• ITIL certification is desirable

Career Pathway

Senior Application Support Analyst – Level 2, Customer Success, or Specialist Support roles.