Customer Support Analyst (Level 1)

Who is Collaboration Betters the World

We create and deliver tech and business solutions. With over 3000 people in 21 countries

around the world, we are active in Strategy & Governance, Product Design & Growth,

Software Engineering, Data Analytics & AI, Cloud & Enterprise Platforms, Cyber Security,

Banking Technology Solutions, Smart Industrial Solutions, Life Sciences Solutions.

For building a better world, we allocate 3% of our 2025 revenue to support education

projects within and around CBTW. This creates a brighter future for our teams, our

communities, and our shared planet.

Website :

https://collaborationbetterstheworld.com/

About CBTW (Banking & Finance)

The Banking & Finance (B&F) of CBTW Philippines was earlier known as OneAston.

With offices in Asia, Europe, and the Americas, CBTW is established as a Multi-Regional

Temenos certified partner; specializing in the delivery of Temenos solutions since 2012.

Having participated in over 150 projects worldwide, OneAston has a proven track record in the implementation, upgrade, enhancement, and support of Temenos Infinity, Transact, and WealthSuite platforms.

With 220 experts in the Temenos technology and software stack, the OneAston team has a strong depth of experience and specialized skills ensuring that customers get the most from their investment in Temenos solutions. Leveraging its global workforce and experience in onshore/offshore balanced projects, OneAston undertakes not only configuration and enhancement activities but also major deployments with responsibility for complete upgrades, implementations and then providing post-live support services

Customer Support Analyst

The Customer Support Analyst provides Level 1 (first-line) support to customers through inbound calls, email, and ticketing systems. This role involves handling a high volume of inbound customer inquiries, performing initial troubleshooting, documenting cases, and ensuring timely resolution while delivering a positive customer experience.

Key Responsibilities:

• Provide Level 1 support by handling inbound customer support calls
• Perform initial troubleshooting and issue analysis
• Log, track, and update incidents and requests using support tools
• Escalate complex or unresolved issues to Level 2 or relevant teams
• Maintain clear and professional communication with customers

Requirements:

• At least 2 years of client-facing experience in customer support, technical support, or service desk roles
• Proven experience handling inbound calls
• Graduate of Information Technology or equivalent
• Strong verbal communication and active listening skills
• Ability to work in a high-volume, customer-facing environment