Technical Support Specialist

2 weeks ago

Pasig, Philippines Convoso Full time

Overview

Convoso is a leading AI-powered contact center platform purpose-built for revenue teams. Since 2006, Convoso has remained at the forefront of innovation, consistently developing solutions to drive customer growth while supporting adherence to regulatory standards.

Convoso is headquartered in Los Angeles with employees around the globe working in hybrid or remote capacity. The company culture fosters team integrity, positive persistence, and continuous growth. Convoso is expanding its product capabilities, including an advanced version of our conversational AI product and an Intelligent Virtual Agent (IVA) to grow into new markets.

The Job

At Convoso, we are looking for a Technical Support Specialist (L2) who will provide in-depth, advanced, and detailed troubleshooting with our vendors to ensure our software is up and running. This is a challenging role in a dynamic environment with a steep learning curve and the opportunity to reach full potential quickly.

Responsibilities
  • Manages escalated tickets from Support teams and provides direct L2 technical support to clients.
  • Ensures proper steps are taken (diagnosis, testing, and troubleshooting) to bring any cases or escalations to a resolution in a timely manner.
  • Handles Virtual IPs and User Acceptance tickets.
  • Documents issues and monitors issues throughout solution and closure using the tracking tool.
  • Monitors Level 1 troubleshooting steps, proper ticket etiquette, and proper escalation path.
  • Provide support assistance, coaching, and mentoring to Level 1.
  • Seeks updates/developments on escalated tickets and relays them to the affected clients.
  • Collaborates with development and technical teams to define solutions and requirements.
  • Provides after-hours and/or weekend on-call support as needed.
  • Other duties as assigned.
What You Are
  • Candidate must possess at least Bachelor's/College Degree in Information Technology or equivalent experience.
  • 2+ years of relevant experience in email, voice and chat helpdesk/customer support.
  • 2+ years of hardware and software troubleshooting.
  • 2+ years of SaaS troubleshooting experience in a Level 2 capacity (console debugging, data analysis, root cause analysis, etc.).
  • Excellent knowledge in MS Excel and Google Sheets.
  • Hands-on experience in operating tools/software such as a Ticketing Tool - Zendesk.
Work Perks Worth The Hype
  • Competitive compensation package
  • HMO coverage for Employee plus one dependent (After Regularization)
  • PTO, Paid Sick Time, Holidays, Bereavement time, Parental Leave
  • Your birthday off
  • Leadership Development Program
  • Company outings
  • On and offsite team building events
  • Paid training for departments
  • Team of highly experienced and kind colleagues
Location and Employment Type
  • HQ Office: Casual office environment & dress; daily catered lunches; fully stocked kitchen; happy hours; monthly massages; on-site car wash; free parking
  • Seniority level: Entry level
  • Employment type: Full-time
  • Job function: Information Technology
  • Industries: Software Development

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