L2 Support
3 weeks ago
On-site - Muntinlupa 1-3 Yrs Exp Bachelor Full-time
Job Description- Research issues not resolved by Tier 1 and identify system faults
- Provide initial fault isolation and propose resolutions for approval by senior team members to address issues promptly
- Prepare additional detailed information for Tier 3 on issues requiring developer involvement
- Create support commands, scripts, and workarounds to resolve customer issues
- Support issue resolution using various Internal Admin Tools (IAT)
- Respond to advanced issue escalations promptly and appropriately, in line with Helix’s internal processes, procedures, and systems
- Proactively reach out to senior agents and supervisors with questions to ensure thorough understanding and continuous growth of systems, processes, and procedures
- 2–3 years of relevant experience
- Solid organization and coordination skills
- Outstanding research and problem-solving skills
- Excellent verbal and written communication skills
- Ability to utilize internal communication tools to align with all stakeholders and perform requested tasks
- Prior work experience as a technical specialist preferred but not required
- Prior work experience in healthcare and/or software industry preferred but not required
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