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Technical Support Officer

4 weeks ago

Makati City, National Capital Region, Philippines Hunter's Hub Inc. Full time

Functions:Responsible for providing technical support for the Chinabank mobile application. This role involves troubleshooting and resolving technical issues, coordinating with various stakeholders, and ensuring a high level of customer satisfaction.Work closely with technology partner Backbase, the bank's IT group PCCI, and other internal teams to ensure prompt and effective resolution of support tickets.Qualifications:At least 3 years of experience in technical support, with a focus on mobile applications or digital banking. Strong knowledge of ticketing systems, problem management, and incident resolution processes. Someone who knows the following:Incident Management process Knows L1, L2, and L3 Support plus Severity of Tickets (P2, P2, and P3)Ticket escalation to L3 Can run triage if there are P1 incident Familiar with the Root Cause AnalysisTroubleshoot the solution according to the reported ticket