URGENT HIRING Tier 2 Technical Support Representative

4 weeks ago

Quezon City, Philippines Afni, Inc. Full time

Overview

Afni Philippines Inc. is looking for Tier 2 Technical Support Agents to join the team in Commonwealth Ave., Quezon City (right across Ever Gotesco Mall).

WALK IN TODAY and APPLY ONSITE with our same-day hiring process. We are open Monday to Friday, 10:00 AM to 5:00 PM.

Responsibilities
  • Manage and respond to studio application tickets.
  • Communicate technical information, both verbally and in writing, to studios and customers.
  • Remotely connect to branch computers to perform troubleshooting.
  • Escalate problem tickets to the proper team.
  • Communicate with clients.
  • Categorize and tag tickets accordingly.
  • Assist studios with login issues (e.g., password resets) and align customers\' information locally and globally.
  • Install applications, configure routers, resolve display screen issues, and assist with returning policies for OTF devices.
  • Provide assistance in connecting studio technologies and equipment to the company\'s network and to TVs.
  • Display strong technical knowledge; Network+ or related experience preferred; experience with Microsoft applications; SQL experience preferred; problem-solving and execution skills.
Advanced Technical Assistance
  • Provide in-depth technical support to studio partners by diagnosing and troubleshooting hardware, software, and network issues.
  • Serve as the technical escalation point for issues beyond Tier 1 capability.
  • Use remote access tools to diagnose, troubleshoot, and resolve issues in real time.
  • Provide clear instructions during remote sessions to ensure efficient issue resolution.
Issue Identification & Documentation
  • Identify recurring technical issues by analyzing support reports and logs.
  • Maintain detailed documentation of issues, resolutions, and best practices.
  • Collaborate with Tier 1 agents and other technical teams to ensure smooth escalations.
  • Communicate technical information effectively to non-technical users and explain the resolution process.
  • Analyze trends to identify opportunities for process improvements.
Qualifications
  • Strong technical knowledge with experience in web-oriented architecture.
  • Experience with Microsoft applications.
  • High aptitude for problem-solving and execution of solutions.
  • SQL experience is preferred.
Requirements
  • Senioriy level: Associate
  • Employment type: Full-time
  • Job function: Customer Service and Sales
  • Industries: Outsourcing and Offshoring, Consulting, and Telecommunications

Note: This job description includes only the original role information and omits irrelevant site notices and extraneous postings.

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