Advanced Technical Support Professional

18 hours ago

Pasig, National Capital Region, Philippines beBeeSupport Full time ₱250,000 - ₱500,000
Job Overview

We are seeking a highly skilled Technical Support Specialist to join our team. This is an exciting opportunity to work in a dynamic environment with a steep learning curve and the chance to reach full potential quickly.

This role will provide in-depth, advanced, and detailed troubleshooting with our vendors to ensure our software is up and running.

Responsibilities
  • Manage escalated tickets from Support teams and provide direct L2 technical support to clients.
  • Ensure proper steps are taken (diagnosis, testing, and troubleshooting) to bring any cases or escalations to a resolution in a timely manner.
  • Handle Virtual IPs and User Acceptance tickets.
  • Document issues and monitor issues throughout solution and closure using the tracking tool.
  • Monitor Level 1 troubleshooting steps, proper ticket etiquette, and proper escalation path.
  • Provide support assistance, coaching, and mentoring to Level 1.
  • Seek updates/developments on escalated tickets and relay them to the affected clients.
  • Collaborate with development and technical teams to define solutions and requirements.
  • Provide after-hours and/or weekend on-call support as needed.
Required Skills and Qualifications
  • Candidate must possess at least a Bachelor's degree in Information Technology or equivalent experience.
  • 2+ years of relevant experience in email, voice, and chat helpdesk/customer support.
  • 2+ years of hardware and software troubleshooting.
  • 2+ years of SaaS troubleshooting experience in a Level 2 capacity (console debugging, data analysis, root cause analysis, etc.).
  • Excellent knowledge in MS Excel and Google Sheets.
  • Hands-on experience in operating tools/software such as a Ticketing Tool - Zendesk.
Benefits
  • Competitive compensation package.
  • HMO coverage for Employee plus one dependent (after regularization).
  • PTO, Paid Sick Time, Holidays, Bereavement time, Parental Leave.
  • Your birthday off.
  • Leadership Development Program.
  • Company outings.
  • On and offsite team building events.
  • Paid training for departments.
  • A team of highly experienced and kind colleagues.
Location and Employment Type
  • Casual office environment and dress.
  • Daily catered lunches.
  • Fully stocked kitchen.
  • Happy hours.
  • Monthly massages.
  • On-site car wash.
  • Free parking.
  • Seniority level: Entry level.
  • Employment type: Full-time.
  • Job function: Information Technology.
  • Industries: Software Development.

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