Technical Support Specialist

2 hours ago

Ayala Alabang, National Capital Region, Philippines UPTC Full time ₱450,000 - ₱600,000 per year
Qualifications
  • Technical aptitude or familiarity with software and web technologies such as:

    HTML, JavaScript, WordPress, SQL queries, Exponea (or other CRM platform tools), Microsoft Word, Excel, and cloud platforms (e.g., Azure, GCP).
  • 2–3 years of relevant experience in a technical support, application support, or related role.
  • Strong organizational and coordination skills, with the ability to manage multiple priorities effectively.
  • Excellent research and problem-solving abilities, able to diagnose complex technical issues.
  • Exceptional verbal and written communication skills, with the ability to clearly document and explain solutions.
  • Collaborative mindset, able to utilize internal communication tools to align with cross-functional stakeholders.
  • Prior experience as a Technical Specialist is preferred but not required.
  • Experience in the healthcare and/or software industry is a plus.

Job Description

Key Responsibilities:

  • Investigate and resolve escalated technical issues that cannot be addressed by Tier 1 Support.
  • Identify and isolate system faults, provide initial analysis, and propose resolutions for review and approval by senior team members.
  • Prepare detailed issue documentation and supporting information for escalation to Tier 3 or development teams when deeper system intervention is required.
  • Develop support commands, scripts, or workarounds to resolve recurring customer issues efficiently.
  • Utilize Internal Admin Tools (IAT) to diagnose, troubleshoot, and resolve application or system-related issues.
  • Ensure prompt and appropriate responses to escalated issues, following Helix's internal processes, standards, and escalation protocols.
  • Collaborate with senior agents and supervisors to gain a deeper understanding of systems, processes, and procedures.
  • Contribute to knowledge base articles and documentation to support continuous improvement and future issue prevention.
  • Proactively identify opportunities for system optimization and issue prevention.

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