Level 1 Support Analyst - Pasay - CBTW Banking and Finance

    CBTW Banking and Finance
    CBTW Banking and Finance Pasay

    8 oras ang nakalipas

    Teknolohiya / Internet
    Paglalarawan

    Who is Collaboration Betters the World

    We create and deliver technology and business solutions that help organizations grow, innovate, and transform. With over 3,000 people in 21 countries, we operate across Strategy & Governance, Product Design & Growth, Software Engineering, Data Analytics & AI, Cloud & Enterprise Platforms, Cyber Security, Banking Technology Solutions, Smart Industrial Solutions, and Life Sciences Solutions.

    As part of our commitment to building a better world, CBTW allocates 3% of our 2025 revenue to support education projects within and around our communities. This contributes to a brighter future for our teams, our partners, and our shared planet.

    Website:

    Overview:

    We are looking for a Support Analyst to join a fintech client's support team, providing a mix of customer-facing and technical support. This role handles inbound calls and tickets from both business clients (technical teams from US banks) and end users (non-technical customers).

    The Support Analyst is expected to follow documented playbooks and runbooks to resolve basic technical issues. When a solution is not covered in the playbook, the analyst must manage the customer professionally and escalate to Level 2 following defined processes.

    Key Responsibilities

    • Handle inbound calls, tickets, and alerts from business and end-user customers.
    • Provide first-line technical and customer support in a fintech environment.
    • Troubleshoot basic technical issues by following documented playbooks and runbooks.
    • Manage customer communication effectively, including frustrated or non-technical users.
    • Escalate issues to Level 2 support when solutions are not covered by existing documentation.
    • Support Linux and Windows server environments at a basic troubleshooting level.
    • Perform basic investigations using SQL, logs, and monitoring tools.
    • Use tools such as Postman for basic API validation when required.
    • Monitor system health using tools like Datadog, Splunk, Nagios, Prometheus, or similar.
    • Support batch processes and transmission files following documented procedures.
    • Document incidents, actions taken, and escalations clearly in the ticketing system.

    Required Skills & Qualifications

    • Experience in a technical support or application support role.
    • Exposure to Linux and Windows servers (basic to intermediate level).
    • Working knowledge of SQL for troubleshooting and data validation.
    • Experience using playbooks / runbooks to resolve issues.
    • Ability to clearly communicate with both technical and non-technical customers.
    • Strong customer-handling skills, especially in managing frustrated or escalated clients.
    • Familiarity with Postman and monitoring tools (Datadog, Splunk, Nagios, Prometheus, etc.).
    • Experience working with batch files or transmission processes.
    • Very good English communication skills (spoken and written)
    • Open to work on a EST Shift / may include weekends

    Preferred / Nice to Have

    • Experience supporting fintech, banking, or payment platforms.
    • Familiarity with structured incident management and escalation processes.
    • ITIL or similar service management exposure.

    Perks and Benefits:

    • HMO Benefits – Employee and dependent on day 1
    • Paid Time Off – On day 1
    • Insurance - From day 1
    • Hybrid Work Setup
    • Training and technical skills development

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