L2 Technical Support

2 days ago

Ayala Alabang, National Capital Region, Philippines Ascendion Full time ₱250,000 - ₱500,000 per year

Qualifications:

  • With 2-3 years of relevant experience.
  • Technical aptitude or familiarity with software concepts such as: HTML, JavaScript WordPress, SQL Queries, Exponea or other CRM platform tool experience, Word, Excel, cloud platforms (Azure, GCP)

Role Summary:

  • The L2 Technical Support Specialist will be responsible for providing level 2 support for Uprise & 4PatientCare.

Role Description:

  • Research issues not able to be resolved by Tier 1 and identify system fault
  • Provides initial fault isolation and proposes resolution for approval by senior team members to limit and address issues promptly.
  • Prepare additional detailed information for Tier 3 on issues that require dev involvement
  • Create support commands/scripts/workarounds to resolve customer issues
  • Support issue resolution with various Internal Admin Tools (IAT)
  • Respond to more advanced issues escalations promptly and appropriately, per Helix's internal processes, procedures and systems.
  • Reach out proactively to senior agents and supervisors with questions to ensure solid understanding and growth of systems, processes and procedures.

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