L2 Technical Support

2 weeks ago

Ayala Alabang, National Capital Region, Philippines NYGC Services, Inc. Full time ₱300,000 - ₱600,000 per year

Job Title: L2 Technical Support

Location: Alabang, Muntinlupa (Hybrid - 3x per week RTO)

Mode of Hiring: Contract (6 months Extendable)

Shift: Day

Job 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 devinvolvement

  • 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.

Role Requirements

  • 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)

  • With 2-3 years of relevant experience.

  • Solid organization and coordination skills.
  • Outstanding research and problem-solving skills.
  • Excellent verbal & written communication skills
  • Able to utilize internal communication tools to align with all stakeholders to perform requested tasks
  • Prior work experience as a technical specialist preferred but not required
  • Prior work experience in healthcare and/or software industry preferred but not Required

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