L2 Support

3 weeks ago

Muntinlupa, Philippines Hunter's Hub Inc. Full time

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
Qualifications
  • 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
Working Location

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