Technical Support Associate

Location: Remote — Philippines (collaborating daily with the U.S. team)
Employment Type: Full-time

Help us power smarter supply chain operations. As a Technical Support Associate, you’ll diagnose and resolve software issues, support customers using ERP-based logistics tools, and ensure optimal system functionality through clear communication and technical expertise.

Benefits and Compensation

• Permanent Work from Home
• Paid Time Off
• Monthly Performance Bonus
• Annual Bonus
• Health Allowance

What you’ll do

• Troubleshooting & issue resolution: Diagnose, investigate, and resolve software-related issues within the platform. Identify root causes and guide users through effective solutions.
• Customer support & communication: Communicate clearly and professionally via email and video meetings. Translate technical processes into simple explanations for non-technical users.
• Ticket management: Track, prioritize, and log technical issues in the ticketing system to ensure timely and organized resolution. Provide updates within the project management framework.
• Documentation & knowledge base management: Create and maintain user guides, FAQs, and internal documentation. Record technical solutions to improve response efficiency and knowledge sharing.
• Escalation & collaboration: Escalate complex or unresolved issues to senior analysts or specialized teams when needed. Work cross-functionally to ensure customer success and system reliability.

What you’ll bring

• 1+ years of experience in technical support, ERP support, or software troubleshooting.
• Familiarity with ERP systems (NetSuite experience is a plus).
• Basic SQL knowledge (ability to write and understand simple queries is required).
• Strong written and verbal English communication skills.
• Critical thinking and problem-solving skills with a proactive, curious mindset.
• Ability to manage multiple tickets and prioritize effectively.
• A patient, customer-first attitude with professionalism and accountability.