Technical Support Specialist

3 days ago


Muntinlupa, Philippines UPTC Full time

Qualifications Technical aptitude or familiarity with software and web technologies such as:HTML, JavaScript, WordPress, SQL queries, Exponea (or other CRM platform tools), Microsoft Word, Excel, and cloud platforms (e.g., Azure, GCP). 2–3 years of relevant experience in a technical support, application support, or related role. Strong organizational and coordination skills , with the ability to manage multiple priorities effectively. Excellent research and problem-solving abilities , able to diagnose complex technical issues. Exceptional verbal and written communication skills , with the ability to clearly document and explain solutions. Collaborative mindset , able to utilize internal communication tools to align with cross‑functional stakeholders. Prior experience as a Technical Specialist is preferred but not required. Experience in the healthcare and/or software industry is a plus. Job Description Key Responsibilities: Investigate and resolve escalated technical issues that cannot be addressed by Tier 1 Support. Identify and isolate system faults , provide initial analysis, and propose resolutions for review and approval by senior team members. Prepare detailed issue documentation and supporting information for escalation to Tier 3 or development teams when deeper system intervention is required. Develop support commands, scripts, or workarounds to resolve recurring customer issues efficiently. Utilize Internal Admin Tools (IAT) to diagnose, troubleshoot, and resolve application or system‑related issues. Ensure prompt and appropriate responses to escalated issues, following Helix’s internal processes, standards, and escalation protocols. Collaborate with senior agents and supervisors to gain a deeper understanding of systems, processes, and procedures. Contribute to knowledge base articles and documentation to support continuous improvement and future issue prevention. Proactively identify opportunities for system optimization and issue prevention. #J-18808-Ljbffr



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