
IT Support Engineer
2 weeks ago
Overview
IT Support Engineer focusing on Customer Care Platforms role at HelloConnect, a HelloFresh subsidiary. Located in Manila, Philippines, HelloConnect delivers customer care solutions to high-growth companies. This role focuses on ensuring daily operations and ongoing enhancement of core customer care tools.
Responsibilities- Platform Support & Issue Resolution: Serve as a technical point of contact for L2 issues related to Genesys Cloud CX, Twilio, Mindful Feedback, and other Customer Care tools. triage, investigate, and resolve user issues, troubleshoot integrations, and provide clear guidance to non-technical users.
- Efficient Ticket Handling: Own technical support tickets and resolve them within defined SLAs. Escalate complex issues to external vendors or internal L3 support as needed.
- Incident Management Contribution: Participate in the full lifecycle of major incidents, including root cause analysis, documentation, and follow-ups to prevent recurrence.
- Platform Administration & Configuration: Perform administrative tasks, configurations, and data cleanups within customer care platforms as assigned by IT Managers.
- Documentation & Knowledge Management: Create and maintain technical runbooks, knowledge base articles, and process checklists to improve problem resolution and operations.
- Cross-functional Collaboration: Work with IT Managers, L1 Support, and Customer Care stakeholders to align priorities and provide tailored solutions.
- Continuous Improvement & Optimization: Participate in process audits, follow SOPs, identify bottlenecks, and recommend enhancements to tooling, workflows, or documentation.
- Training & Upskilling for Growth: Engage in structured training plans aimed at growth toward L3 responsibilities and expanding technical expertise.
- 3+ years of experience in IT Support, TechOps, or SysAdmin roles; experience in Contact Center environments is a significant advantage.
- Genesys Cloud CX: Hands-on experience preferred; strong willingness to learn and pursue relevant certifications.
- Troubleshooting: Strong problem-solving across network diagnostics, user access issues, and system integrations.
- Tools & Documentation: Experience with Jira and Confluence; able to follow and contribute to structured documentation.
- Soft Skills: Effective stakeholder communication, proactiveness, and cross-functional collaboration.
Join HelloConnect to contribute to innovative, customer-centric projects with a collaborative culture, ongoing learning opportunities, and a focus on ethical standards, diversity, and inclusion. We offer comprehensive benefits and a positive work environment.
Employment & Job Details- Employment type: Full-time
- Job function: Information Technology
- Industries: Outsourcing/Offshoring
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