Tier 2 Application Support Analyst

1 week ago

Ayala Alabang, National Capital Region, Philippines UPTC Full time ₱800,000 - ₱1,200,000 per year

Job Qualifications:

Experience

  • At least 2 years of relevant experience.
Technical Skills & Aptitude

  • Familiarity with software and technical concepts such as:

  • HTML, JavaScript

  • WordPress
  • SQL queries
  • CRM platforms (e.g., Exponea or similar tools)
  • Microsoft Word & Excel
  • Cloud platforms: Azure, GCP
Preferred but Not Required
  • Prior work experience as a Technical Specialist.
  • Background in the healthcare or software industry.

Duties and Responsibilities:

  • Research and diagnose issues that cannot be resolved by Tier 1, identifying system faults.
  • Provide initial fault isolation and propose resolutions for approval by senior team members to promptly address issues.
  • Prepare detailed information and documentation for Tier 3 on issues requiring developer involvement.
  • Create support commands, scripts, and workarounds to resolve customer issues efficiently.
  • Utilize various Internal Admin Tools (IAT) to assist in issue resolution.
  • Respond promptly and appropriately to advanced issue escalations, following Helix's internal processes, procedures, and systems.
  • Proactively engage with senior agents and supervisors for guidance to ensure thorough understanding and continuous improvement of systems, processes, and procedures.

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