L2 Technical Support

52 minutes ago

Ayala Alabang, National Capital Region, Philippines Collabera Digital Full time ₱30,000 - ₱48,000 per year

L2 Technical Support Specialist Role Summary

We're looking for an experienced and detail-oriented
L2 Technical Support Specialist
to provide second-level technical support for our
Uprise & 4PatientCare
platforms. You'll be the crucial link between Tier 1 support and our development teams, ensuring complex customer issues are resolved efficiently and accurately.

Key Responsibilities

  • Advanced Troubleshooting:
    Research and resolve complex technical issues escalated from Tier 1 that cannot be solved with standard procedures.
  • Fault Isolation & Resolution:
    Provide initial
    fault isolation
    and propose well-researched solutions. Collaborate with senior team members for approval to ensure prompt issue resolution.
  • Tier 3 Escalation:
    Prepare and document detailed information for Tier 3 (Development) on issues requiring engineering or code-level involvement.
  • Support Tooling:
    Develop
    support commands, scripts, and workarounds
    to resolve recurring or intricate customer issues.
  • Internal Tool Usage:
    Utilize various
    Internal Admin Tools (IAT)
    to assist in issue resolution and data investigation.
  • Issue Management:
    Respond to and manage advanced issue escalations promptly and appropriately, adhering strictly to Helix's internal processes and procedures.
  • Continuous Learning:
    Proactively engage with senior agents and supervisors to deepen your knowledge of our systems, processes, and procedures.

Required Skills & Experience

  • Experience:
    2–3 years of relevant technical support or related experience.
  • Technical Aptitude:
    Familiarity and practical knowledge of software concepts, including:
  • HTML & CSS
  • JavaScript
  • SQL Queries
  • WordPress
    or other
    CRM platform tool experience
    (e.g., Exponea).
  • Knowledgeable in Word, Excel, and cloud platforms (Azure, GCP).
  • Problem-Solving:
    Outstanding research and problem-solving skills
    with a strong logical approach.
  • Communication:
    Excellent verbal and written communication skills
    for customer interaction, documentation, and internal stakeholder alignment.
  • Organization:
    Solid
    organization and coordination skills
    to manage multiple escalated issues simultaneously.
  • Collaboration:
    Ability to effectively use internal communication tools to align with all stakeholders for task completion.

Preferred Qualifications

  • Prior work experience as a technical specialist.
  • Prior work experience in the
    healthcare
    and/or
    software industry
    .

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