L2 Support

8 hours ago

Muntinlupa, Philippines UPTC Full time

Qualifications Technical aptitude or familiarity with software concepts such as: HTML, Javascript, Wordpress, SQL Queries, Exponea or other CRM platform tool experience, Word, Excel, cloud platforms (Azure, GCP) With 2-3 years of relevant experience. Solid organization and coordination skills. Outstanding research and problem-solving skills. Excellent verbal & written communication skills Able to utilize internal communication tools to align with all stakeholders to 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 Job Description Research issues not able to be resolved by Tier 1 and identify system fault Provides initial fault isolation and proposes resolution for approval by senior team members to limit and address issues promptly. Prepare additional detailed information for Tier 3 on issues that require dev involvement Create support commands/scripts/workarounds to resolve customer issues Support issue resolution with various Internal Admin Tools (IAT) Respond to more advanced issues escalations promptly and appropriately, per Helix’s internal processes, procedures and systems. Reach out proactively to senior agents and supervisors with questions to ensure solid understanding and growth of systems, processes and procedures. #J-18808-Ljbffr

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