URGENT HIRING Tier 2 Technical Support Representative

4 days ago

Quezon City, National Capital Region, Philippines Afni, Inc. Full time ₱480,000 - ₱600,000 per year

Afni Philippines Inc., is looking for
Tier 2 Technical Support Agents
to join our team in Commonwealth Ave., Quezon City (right across Ever Gotesco Mall). WALK IN TODAY and APPLY ONSITE and enjoy our same day hiring process We are open every Monday to Friday 10AM to 5PM. See you there

Tier 2 Technical Support Agents
will work in a multi-functional role that supports studio applications by handling tickets and calling international studios to ensure they are operational.

Scope of support:

  • Manage and respond to studio application tickets.
  • Communicate technical information, both verbal and written, to studios and customers.
  • Remotely connect to branch's computer to perform troubleshooting.
  • Escalate problem tickets to the proper team.
  • Communicate with the Clients.
  • Categorize and tag tickets accordingly.
  • Assist studios with the following:
  • Login issues such as password reset of in-studio technologies
  • Align customers' information locally and globally.
  • Installing applications, router configuration, display screen issue.
  • Return policy for OTF devices.
  • Providing assistance in connecting studio technologies and equipment to the company's network.
  • Providing technical assistance in connecting a computer to TV screens.

Minimum Skills Required:

  • Excellent written/verbal communication skills
  • Exceptional customer service skills
  • Strong Technical Knowledge
  • Network+ / Relative experience preferred
  • Strong technical knowledge / of web-oriented architecture
  • Experience in Microsoft Application
  • High aptitude in problem-solving and execution of solutions
  • SQL experience preferred

Responsibilities:

Advanced Technical Assistance:

  • Provide in-depth technical support to studio partners by diagnosing and troubleshooting hardware, software, and network issues.
  • Serve as the technical escalation point, handling problems that extend beyond Tier 1 resolution capabilities.

Remote Diagnostics & Resolution:

  • Utilize remote access tools to diagnose, troubleshoot, and resolve issues in real time.
  • Provide clear instructions and guidance to users during remote sessions, ensuring clarity and efficiency in issue resolution.

Issue Identification & Documentation:

  • Identify recurring technical issues by carefully analyzing reports and logs from support tickets.
  • Maintain detailed documentation of technical issues, resolutions, and recommended best practices.

Collaboration & Communication:

  • Work closely with Tier 1 agents and other technical teams to ensure smooth escalation of issues.
  • Communicate technical information effectively to non-technical users, ensuring they understand the resolution process.

Continuous Improvement:

  • Analyze trends and data related to technical support incidents to identify opportunities for process improvements.

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