Software Support Engineer

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...