Technical Support Specialist

6 days ago

Ayala Alabang, National Capital Region, Philippines Vertere Global Solutions, Inc. Full time ₱900,000 - ₱1,200,000 per year

L2 Technical Support Specialist

Role Description


• Research issues not able to be resolved by Tier 1 and identify system fault

o 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.

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 2-3 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

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