Job Description

Position Summary:
The Software Support Engineer is responsible for resolving customer requests within the Practice Protect platform in a professional and timely manner. This role emphasizes providing fix on first call solutions for reported issues.

Job Details:
Onsite | Eastwood, Libis
Monday to Friday | 6 AM to 3 PM PH Time

Responsibilities:

Ticket Resolution:

  • Adhere to the company’s Service Delivery Guidelines, Policies, and KPIs.
  • Resolve service tickets in alignment with client service level agreements (SLAs).
  • Contact clients for further clarification or additional information when required.
  • Manage client expectations throughout the ticket lifecycle.

Technical Support:

  • Resolve first-level technical issues according to best practices and service delivery guidelines.
  • Provide immediate solutions (“fix on first...

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