Frontline Support Analyst

About This Opportunity

We are representing a confidential SaaS client in their search for a Frontline Support Analyst based in the Philippines. Our client provides AI-powered financial automation solutions for enterprise resource planning systems, serving thousands of customers globally.

As the first point of contact for customer support, you'll play a critical role in delivering exceptional technical service. This is a fully remote position where your communication skills, technical problem-solving abilities, and commitment to customer success will directly impact user satisfaction and operational efficiency.

Responsibilities

• Serve as the first point of contact for incoming technical support incidents, requests, and changes
• Own and manage your ticket queue, ensuring timely resolution and meeting service level agreements
• Provide clear, consistent updates to customers throughout the lifecycle of each support ticket
• Identify escalation needs and collaborate with senior support teams for swift resolution
• Maintain accurate, real-time ticket documentation in support platforms including Zendesk and JIRA
• Represent the organization professionally on client calls, particularly during escalation scenarios
• Develop technical expertise across multiple product lines at the frontline support level

What We're Looking For

• 3+ years of experience in technical support, helpdesk, or customer-facing support roles
• Experience with NetSuite or another ERP system strongly preferred
• Bachelor's degree in Information Technology, Computer Science, Business, or related field preferred (relevant certifications or equivalent work experience also considered)
• Outstanding customer service skills with a genuine customer-first mindset
• Strong written and verbal communication abilities
• Friendly, confident, and professional demeanor in all interactions
• Excellent attention to detail coupled with strong analytical problem-solving skills
• Effective time management and ability to prioritize competing demands
• Self-motivated with the ability to work both independently and collaboratively in a remote environment

How We Work With You

Candidates apply directly through Get A Job.ai. Our talent team will conduct an initial screening to understand your background and match quality. We then submit qualified candidates to our client for consideration. Please do not attempt to contact the employer directly, as all communication is managed through our recruiting process to ensure a professional experience for everyone involved.

Pay

Compensation details will be discussed during the screening process based on experience and qualifications.

Equal Opportunity: Get A Job.ai is committed to inclusive hiring practices. We encourage applications from candidates of all backgrounds and work to ensure equitable access to opportunities.