L3 Technical Support Representative

3 weeks ago

Cebu City, Central Visayas, Philippines Lexmark Full time
Overview

L3 Technical Support Representative | Hybrid

Join to apply for the L3 Technical Support Representative | Hybrid role at Lexmark.

Get AI-powered advice on this job and more exclusive features.

Responsibilities
  • Provide primary escalation point for TSC Support Software Team for all technical issues that cannot be resolved by 1st or 2nd level resources. Work directly with Support Partner Specialists to gather common problems/solutions for Knowledgebase articles and assist in duplicating technical issues that have to be escalated to PE.
  • Work with the Lexmark and Partner Training Teams on implementation of new procedures to eliminate future escalations.
  • Resolve High-Level Software Issues
  • In case of Urgent or Critical Issue, be ready to go onsite in order to facilitate and speed up the issue resolution
  • Analyze escalated issues for root cause and work with TSC Support Partner and PE to develop action plans to resolve.
Technical Support Center and Partner Engagement
  • Identify need for self-help and agent assistance online tools. Provide this feedback to the Lexmark Service Information Management Team with recommendations for solutions.
  • Monitor "call causes" for escalations from TSC Support Partner and identify ways to reduce. Successful applicant will be the process owner for all aspects of Software Technical Support. This includes owning the process end-to-end, documenting and updating the process and auditing the process to ensure it is functioning as designed. This includes analysis of repeat service actions or collective account performance regarding support calls and/or service action frequency
  • Conduct remote call monitoring of TSC vendor support locations and provide recommendations to Support Partner Quality Assurance Teams on areas of improvement.
Trainer
  • Coordinate New Product Introduction activities. This may include managing product orders and shipments for worldwide call center locations. Ensure that new product training schedules are planned for the call centers.
  • Continually increase personal product knowledge and trouble-shooting techniques for all environments supported by Lexmark products.
Technical Ombudsman
  • Answer and resolve CEO complaints and non-traditional support contacts. This includes acting as a single point of contact for each issue to closure and requires sound business judgment.
  • Each 3rd Level Support Specialist is empowered to represent Lexmark interests and has the authority to grant concessions on warranty service or provide refunds and upgrades in order to satisfy the issue. Work with the Lexmark Ombudsman team and close out all issues with resolution and lessons learned.
How to Apply

Are you an innovator? Here is your chance to make your mark with a global technology leader. Apply now

Global Privacy Notice

Lexmark is committed to appropriately protecting and managing any personal information you share with us. Click here to view Lexmark's Privacy Notice.

Seniority level
  • Associate
Employment type
  • Full-time
Job function
  • Information Technology
Industries
  • IT Services and IT Consulting

Referrals increase your chances of interviewing at Lexmark by 2x


#J-18808-Ljbffr

  • L3 Technical Support Representative

    1 week ago

    Cebu City, Central Visayas, Philippines Lexmark Full time ₱60,000 - ₱80,000 per year

    Lexmark is now a proud part of Xerox, bringing together two trusted names and decades of expertise into a bold and shared vision.When you join us, you step into a technology ecosystem where your ideas, skills, and ambition can shape what comes next. Whether you're just starting out or leading at the highest levels, this is a place to grow, stretch, and make...

  • Advanced Technical Support Position

    2 weeks ago

    Cebu City, Central Visayas, Philippines beBeeTechnical Full time ₱4,800 - ₱7,200

    Senior Technical Support SpecialistJob DescriptionThis is a remote opportunity for a skilled and customer-focused Senior Technical Support Specialist to work on advanced technical issues.Main Responsibilities:Provide advanced (L2/L3) support for customers on MDM/UEM platforms.Troubleshoot and resolve complex technical issues efficiently.Collaborate with...

  • Technical Support Representative

    2 weeks ago

    Cebu City, Central Visayas, Philippines Staff4Me Full time

    Staff4Me is seeking a motivated and enthusiastic Technical Support Representative to join our customer support team. In this role, you will be responsible for providing exceptional assistance to our clients, resolving technical issues, and ensuring a positive experience with our products and services. You will be the first point of contact for customers,...

  • Technical Support Representative

    1 week ago

    Cebu City, Central Visayas, Philippines OneSearch Incorporated Full time ₱192,000 - ₱228,000 per year

    Role: Technical Support Representatives (TSR)Open for No experienceLocation: Full Onsite – I3 Building, 14th Floor, Cebu IT ParkSchedule: Shifting(Immediate Joiners Preferred)Hiring Process: 1-Day Only – Must be willing to attend an onsite interviewJob Responsibilities:Resolve customer issues via inbound phone calls, email, and chatDeliver tech-savvy and...

  • Technical Support Representative

    3 weeks ago

    Cebu City, Central Visayas, Philippines IONOS Full time

    OverviewTechnical Support Representative (Non-Voice)Direct message the job poster from IONOSAt IONOS, the leading European provider of cloud infrastructure, cloud services and hosting services, you will work together with a wide range of teams. We are characterized by open structures, a friendly working culture and flat hierarchies with a strong team spirit....

  • Technical Support Representative

    2 weeks ago

    Cebu City, Central Visayas, Philippines TTEC Full time $30,000 - $50,000 per year

    Your potential has a place here with TTEC's award-winning employment experience. As aTechnical Support Representative working onsite in Cebu,you'll be a part of bringing humanity to business. #experienceTTECOur employees have spoken. Our purpose, team, and company culture are amazing and our Great Place to Work certification in Philippines says it allWe're...

  • Technical Support Specialist

    2 weeks ago

    Tarlac City, Central Luzon, Philippines beBeeTechnical Full time ₱600,000 - ₱800,000

    Job Description">We are seeking a professional to fill the role of Technical Support Specialist. This position requires strong technical skills and excellent communication abilities.The successful candidate will be responsible for providing high-quality technical support to customers, resolving issues in a timely and effective manner.Maintenance tasks and...

  • Technical Support Specialist

    2 weeks ago

    Cebu City, Central Visayas, Philippines beBeeTechnical Full time ₱100,000 - ₱120,000

    Job SummaryWe are seeking experienced technical professionals to fill the role of Technical Support Representative. In this position, you will be responsible for providing top-notch customer service and support via phone, chat, or email. Your primary goal will be to troubleshoot and resolve hardware, software, and connectivity issues in a timely and...

  • Technical Support Representative 1

    3 weeks ago

    Cebu City, Central Visayas, Philippines Dexcom Full time

    The CompanyDexcom Corporation (NASDAQ DXCM) is a pioneer and global leader in continuous glucose monitoring (CGM). Dexcom began as a small company with a big dream: To forever change how diabetes is managed. To unlock information and insights that drive better health outcomes. Here we are 25 years later, having pioneered an industry. And we're just getting...

  • IT Technical Support Specialist

    2 weeks ago

    Mandaue City, Central Visayas, Philippines beBeeTechnical Full time ₱1,687,500 - ₱3,375,000

    Job DescriptionWe are seeking a motivated and customer-focused IT Support Specialist to join our Helpdesk team. This role will primarily focus on providing first-level technical support to our global workforce during the night shift hours.The ideal candidate will have excellent customer service and communication skills, with the ability to explain technical...