L2 Help Desk Support Specialist

19 hours ago

Ortigas Metro Manila, Philippines iSupport Worldwide Full time

Be a part of our fast-growing team and unchain all the possibilities

What is your mission?

We are looking for a L2 Help Desk Support Specialist who can deliver fast, accurate, and customer-focused support for a growing SaaS platform. You will manage Zendesk tickets, perform L2 investigations, escalate issues through Jira, create documentation, analyze trends, and collaborate with Engineering, Product, and Customer Success to improve user experience and platform performance.

You will provide the best service to our partner brands by performing these tasks:

Customer Ticket Handling

  • Monitor, acknowledge, and respond to Zendesk tickets within SLA.
  • Explain platform features, workflows, and configurations clearly to users.
  • Troubleshoot issues using logs, browser tools, permissions checks, and admin settings.
Technical Investigation & Escalation
  • Perform Level 2 diagnostics to identify root cause, bugs, or workflow issues.
  • Escalate technical cases via Jira with full reproduction steps, logs, and context.
  • Collaborate with Engineering and Product teams for timely resolutions and updates.
Knowledge Base Management
  • Create and update help articles, FAQs, and troubleshooting guides in Zendesk.
  • Ensure documentation reflects new releases and customer needs.
  • Recommend enhancements to improve customer self-service options.
Process & Quality Assurance
  • Track SLAs, ticket trends, and operational metrics.
  • Prepare weekly internal support performance reports.
  • Support process improvements across support workflows.
Customer Focus & Proactive Engagement
  • Identify recurring issues and share insights with Product for improvements.
  • Suggest UX or feature enhancements based on user challenges.
  • Assist Customer Success with onboarding or user training sessions.
Who are we looking for?
  • Bachelor's degree in IT, Computer Science, Business, or any course related to systems or technology.
  • 2–4 years experience in SaaS customer support, technical support, or helpdesk roles.
  • 2+ years hands-on experience with Zendesk (support workflows) and Jira (escalations).
  • Strong understanding of API concepts, request/response flows, and basic debugging steps.
  • Experience supporting B2B or enterprise SaaS platforms.
  • Familiarity with permissions, configurations, data flows, and system troubleshooting.
  • Experience using Zoom/Teams and internal admin tools.
  • Background in creating or improving knowledge base or self-service content.
  • Experience supporting users across UK or multi-time-zone environments is an advantage.
  • Ability to identify patterns, translate user issues into product insights, and collaborate cross-functionally.
  • Highly organized, analytical, and reliable in meeting SLAs.
  • Excellent written English and ability to explain complex topics simply.
  • Strong attention to detail and proactive problem-solving mindset.
Company Perks:
  • Above-industry salary package and incentives
  • Comprehensive HMO benefits and life insurance from day 1
  • Free learning and development courses for your personal and career growth
  • Dynamic company events
  • Opportunities for promotion
  • Free meals and snacks

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