L2 Technical Support Representative

3 days ago

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

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 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

Role 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 dev involvement
  • 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.

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