Technical Support Analyst

Technical Support Analyst

Position Title: Technical Support Analyst

Work Set-up: Work From Home

Schedule: Monday – Friday, 8:00 pm – 5:00 am PH Time

Salary: Php 38,000 – Php 42,000

About the Role

If you're tech-savvy, highly organized, and enjoy solving complex customer issues, this is a great opportunity to join a fast-growing US technology company. As a Technical Support Analyst, you'll provide technical support to users of a trading software platform through phone, email, live chat, and ticketing systems. You'll troubleshoot platform issues, support client onboarding, assist with QA testing, and ensure a seamless customer experience. We're looking for someone who is more than just customer service-oriented—you should be a strong problem solver with excellent communication skills, able to investigate issues independently, identify root causes, and know when to resolve or escalate concerns. Full training on the client's platforms will be provided.

Responsibilities as a Technical Support Analyst

Client Support

• Provide timely support to clients via phone, email, live chat, and ticketing systems.
• Troubleshoot platform, account, and software issues to determine root causes and resolve concerns independently whenever possible.
• Manage and prioritize support tickets using Jira, Intercom, or similar platforms while meeting service expectations.
• Communicate technical solutions clearly and professionally to both technical and non-technical users.
• Escalate complex issues with complete documentation and relevant troubleshooting details.
• Maintain accurate case notes and identify recurring issues or trends for continuous improvement.

Client Onboarding

• Configure and customize client accounts and software based on established procedures.
• Assist with technical onboarding to ensure a smooth client implementation experience.
• Track onboarding progress, maintain documentation, and provide timely status updates.
• Coordinate with internal teams to resolve onboarding issues and keep projects on schedule.

QA & Platform Testing

• Perform basic QA and deployment testing following established testing procedures.
• Identify, document, and report software bugs, defects, and platform issues accurately.
• Retest fixes and verify that reported issues have been resolved.
• Maintain testing records and communicate findings to the appropriate teams.

Operations & Administration

• Maintain accurate records in CRM, ticketing, and internal systems.
• Manage multiple priorities while ensuring accuracy and attention to detail.
• Collaborate with cross-functional teams to support client success and operational efficiency.
• Recommend process improvements that enhance customer experience and team productivity.

Qualifications as a Technical Support Analyst

Minimum 3 years of BPO or customer/technical support experience.

At least 2 years supporting international clients via live chat, email, or ticketing systems.

Strong troubleshooting and problem-solving skills with the ability to work independently.

Excellent written and verbal English communication skills.

Experience handling multiple chats, tickets, and priorities simultaneously.

Comfortable learning new software and navigating multiple systems.

Proficient in Microsoft Excel and Google Workspace.

Available to work the US night shift (Monday–Friday).

Preferred: Experience with Jira, Intercom, Zendesk, or similar ticketing platforms. Background in SaaS, fintech, trading, software, or technology support. QA or software testing experience. Experience with CRM or other internal systems.

Engagement Activities and Perks

Your love for Boomering will jump-start with these meaningful engagement activities and perks. Using the concepts and tools of EOS (Entrepreneurial Operating System), Boomering provides a fun, rewarding, and stimulating environment where work-life balance meets a commitment to foster growth.

Genuinely caring Leadership Team

Competitive salary package

Company-provided full set-up for desktop/laptop with a back-up internet

HMO

15 Vacation Leaves and 5 Sick Leaves

Annual Performance Reviews

Unlimited Employee Referral Incentives

Employee Loan Facilities

Social Clubs and Interest Workshops

Company events where you get a chance to win amazing prizes and be rewarded for your outstanding performance.

Statutory Benefits: Maternity, Paternity, and Solo Parent Leaves, Magna Carta for Women, Retirement Benefits, OT, and Premium Pays

About Boomering

Boomering is an ISO-certified, leading BPO company in Clark Freeport Zone, Pampanga. Our mission to Enrich Client and Staff Lives through Simple and Smart Offshoring Solutions and our S.T.E.P. Core Values (Service, Transparency, Excellence and Partnership) are the framers of our continuing success. Providing equal opportunities and a collaborative culture of excellence, Boomering is not just your average BPO. We are here to make a difference. Future-proof your career and pursue your passion with Boomering! We want career thrill-seekers who are committed to growth as much as we are.