Client Support Analyst (Help Desk)
Summary
First-line client support for Euroland IR's investor-relations SaaS tools: handling tickets via Freshdesk, troubleshooting web issues (HTML/CSS layouts, console errors, cross-browser), reproducing bugs, and coordinating escalations with Dev, DevOps, and Data teams.
Salary: ₱20,000 – ₱25,000 per month
About Euroland IR:
Euroland IR is a SAAS company that is specialized in providing Best Practice Investor Relations Software Solutions to stock-listed companies worldwide. With over 1500+ clients globally, we offer IR Solutions that support listed companies in improving their IR Communication.
The Role
We’re looking for a Client Support Analyst (Help Desk) with a strong technical mindset and experience troubleshooting web-based applications. You’ll bridge clients and technical teams, handling both functional and technical support for our digital IR tools.
What You’ll Do
Act as the first point of contact via Freshdesk (or similar).
Troubleshoot and resolve issues related to IR web tools (HTML, CSS, XML, display/layout, browser).
Perform basic debugging and front-end checks (broken layouts, console errors, cross-browser issues).
Reproduce issues in a test environment and document root cause.
Coordinate with Development, DevOps, and Data teams on escalations.
Maintain clear, proactive client communication and ensure SLA compliance.
Skills & Experience
Strong working knowledge of HTML and CSS.
Working familiarity with JavaScript, C#, and .NET (reading logs, identifying front-end issues).
Experience supporting web-based applications (SaaS preferred).
Hands-on experience with ticketing tools (Freshdesk, Jira, Zendesk).
Comfortable using browser developer tools (Network, Console, Elements).
Understanding of web workflows (publishing, caching/CDN, DNS basics).
Experience: Around 2 years in Technical Support, Front-End Support, or Production Support.
Written and Oral Communication Skills should be generally good.
Work Schedule
We are hiring for both Day Shift and Graveyard Shift schedules.
Applicants must be willing to work the shift assigned to the role based on business and operational requirements
Nice to Have
Exposure to FTP, Visual Studio, Git or CMSs.
Prior experience in SaaS or digital product support.
Why Join Us
Global, cross-functional collaboration with Dev, Data, and Ops.
Training on Euroland’s IR products and internal tools.
Growth path at the intersection of client service and web technology.