Technical Support Specialist

4 weeks ago


Eastern Manila District, Philippines Penbrothers Full time

Join to apply for the Technical Support Specialist (Tier II) role at Penbrothers . Direct message the job poster from Penbrothers. Penbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes. About the Role As a Technical Support Specialist (Tier 2), you'll be instrumental in ensuring that customers receive exceptional support for a suite of software products. Your role will involve resolving intricate technical issues, providing comprehensive troubleshooting assistance, and collaborating closely with cross-functional teams to deliver prompt solutions. What you’ll do Provide advanced technical support to customers via email, phone, or chat channels. Troubleshoot and resolve escalated technical issues related to our software products. Analyze and diagnose complex software problems, identifying root causes and implementing effective solutions. Collaborate with Tier 1 support team members to elevate and prioritize issues as needed. Document support interactions, solutions, and troubleshooting steps in our CRM system. Communicate effectively with customers to ensure a positive support experience and customer satisfaction. Work closely with the product development and quality assurance teams to report bugs and provide feedback for product improvement. Stay up-to-date on product features, enhancements, and industry trends to provide accurate and relevant support. What You Bring Bachelor's degree in Computer Science or related field. Minimum of 1-2 years of experience as Tier 2 or L2 Technical Support for software or applications. Excellent problem-solving and analytical abilities. Ability to work independently and collaboratively. Strong communication and interpersonal skills. Willingness and ability to work on night shift following US business hours. Seniority level Mid-Senior level Employment type Full-time Job function Customer Service Industries Specialty Trade Contractors Referrals increase your chances of interviewing at Penbrothers by 2x. Sign in to set job alerts for “Technical Support Specialist” roles. #J-18808-Ljbffr



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