Senior Technical Support Specialist

2 weeks ago

Angeles City, Central Luzon, Philippines Ideagen Full time

About Ideagen

Ideagen is a leading provider of software solutions that enable organizations to achieve their goals. Our software is used by millions of people around the world, helping them keep safe and secure.

We have offices in various locations, including America, Australia, Malaysia, and India, with a diverse team of professionals working on exciting projects.

This role is an opportunity to join our team and contribute to the development of innovative software solutions.

Job Description

The Senior Technical Support Specialist will be responsible for handling complex technical issues escalated from Tier 1 support. This requires advanced troubleshooting skills, in-depth analysis, and collaboration with other departments for issue resolution.

Responsibilities

  • Advanced Troubleshooting: Handling complex technical issues escalated from Tier 1 support.
  • In-Depth Analysis: Conducting thorough analysis to identify root causes of technical problems.
  • Collaboration: Working closely with Tier 1 support and other departments for issue resolution.
  • Knowledge Sharing: Providing guidance and training to Tier 1 support to enhance problem-solving skills.
  • Documentation: Updating and maintaining internal knowledge bases and documentation.

Required Skills and Qualifications

  • Advanced Technical Knowledge
  • Deeper understanding of technical issues
  • Experience with specific tools and technologies used in the company
  • Problem-Solving and Analytical Skills
  • Advanced diagnostic abilities
  • Logical and systematic approach to problem-solving
  • Interpersonal and Communication Skills: Effective communication with both customers and team members
  • Ability to explain complex concepts in simpler terms

Benefits

We offer a range of benefits to our employees, including flexible working arrangements, work-life balance, and opportunities for professional growth and development.

About Us

We are a global company with a diverse team of professionals working together to achieve our mission. We value teamwork, innovation, and customer satisfaction.

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