L2 Technical Support

Directio is a global IT services company. We consult, code, test, deploy, and manage mainly cloud-based and mobile applications, providing around-the-clock support from our offices in Poland, the Philippines, Mexico, and the USA. We prepare our FMCG, retail, automotive, and SaaS clients for the future by accelerating their digital transformation. Operating under the "We Code Success" principle, we prioritize the success of our clients, consultants, and partners.

About project:

We are looking for a L2 Technical Support for our French client, who specializes in producing various types of glasses and collaborating with opticians. Their mission is to enhance the quality of life by improving the quality of vision.

Responsibilities:

• As a L2 Technical Support you will be researching and diagnosing issues that cannot be resolved by Tier 1, identifying system faults, and providing advanced troubleshooting to ensure service continuity and customer satisfaction;
• You will be performing initial fault isolation and proposing resolutions for review and approval by senior team members, addressing technical issues efficiently and minimizing service interruptions;
• You will be preparing detailed escalation reports for Tier 3 support teams, ensuring that complex issues requiring development involvement are well-documented and reproducible;
• You will be creating and executing support scripts, commands, and workarounds to address recurring or high-impact customer issues;
• You will be utilizing internal administrative tools to diagnose, monitor, and resolve incidents, ensuring accurate and timely issue resolution;
• You will be handling advanced incident escalations in line with Helix's internal processes, procedures, and service-level agreements, maintaining professionalism and urgency at all times;
• You will be proactively engaging with senior agents and supervisors, seeking clarification and feedback to continuously expand your technical expertise and system knowledge;
• You will be documenting resolutions, troubleshooting steps, and technical insights, contributing to the team's knowledge base and helping to streamline future issue resolution.

Requirements:

• 2+ years of relevant technical support experience, ideally in L2 or advanced troubleshooting roles;
• Work in a hybrid set up (3 days onsite in Alabang, Muntinlupa and 2 days WFH) – Necessary condition;
• Strong technical aptitude and familiarity with multiple software tools and concepts;
• Experience with HTML for troubleshooting and editing web-based content;
• Experience with JavaScript for diagnosing and resolving application or UI-related issues;
• Experience with WordPress for managing and supporting content-driven systems;
• Experience with SQL queries for performing data validation and issue tracing in relational databases;
• Experience with CRM platforms, such as Exponea, for managing customer data and campaign workflows;
• Experience with Microsoft Word and Excel for documentation, reporting, and analysis tasks;
• Experience with cloud platforms, such as Azure or Google Cloud Platform, for understanding system integrations and configurations
• Strong problem-solving and research skills, with the ability to analyze and resolve issues efficiently;
• Excellent organizational and coordination skills, ensuring effective prioritization of multiple tasks;
• Outstanding communication skills, both written and verbal, enabling clear interaction with technical and non-technical stakeholders;
• Ability to use internal communication tools effectively to align with stakeholders and perform assigned tasks collaboratively.

Nice to have:

• Prior work experience as a Technical Specialist, providing advanced application or infrastructure support;
• Previous experience in the healthcare or software industry, offering familiarity with regulated environments and specialized systems.

We offer:

• Salary for work amounting to 60,000 – 70,000 PHP;
• Monthly transportation allowance of ₱4,000;
• ₱3,600 monthly de minimis non-taxable allowance;
• HMO coverage from day 1 for you and 1 dependent;
• Equipment provided;
• Optical coverage;
• Year-end leave monetization;
• Gym subscription;
• Monthly supply of coffee

Please be advised that we will only contact selected candidates