L2 Technical Support

7 days ago

Manila, National Capital Region, Philippines iEminence Consulting Services Full time ₱27,000 - ₱324,000 per year

We are looking for a proactive and technically adept Level 2 Technical Support Representative to deliver advanced troubleshooting and escalation support for our Hotel Management Software (HMS) platform. This role requires a professional who can resolve complex software challenges, ensure client satisfaction, and collaborate with internal teams to enhance system performance and reliability. The ideal candidate is solutions-driven, detail-oriented, and committed to providing an outstanding client experience.

Key Responsibilities

  • Act as the primary escalation point for advanced technical issues, delivering prompt and effective support via phone, email, or chat.
  • Diagnose and resolve complex software problems, including errors, misconfigurations, and third-party integration issues.
  • Provide hands-on assistance with system configuration, customization, and advanced troubleshooting.
  • Work closely with product and engineering teams to address critical issues and recommend enhancements.
  • Support software installation, upgrades, and performance optimization.
  • Conduct client training sessions and deliver guidance on advanced features and best practices.
  • Accurately document issues, resolutions, and technical insights in the support system.
  • Perform root cause analysis of recurring problems and propose long-term preventive solutions.
  • Stay current on new product releases, updates, and industry standards.
  • Capture and share client feedback to drive continuous product and service improvements.

Qualifications

  • Bachelor's degree in Information Technology, Computer Science, or a related discipline.
  • 2–3 years of experience in technical support for enterprise or complex software solutions.
  • Experience with Hotel Management Systems (HMS) or similar platforms is a strong plus.
  • Demonstrated ability to independently analyze and resolve technical challenges.
  • Excellent communication skills with the ability to explain complex concepts in clear, user-friendly terms.
  • Proficiency in support ticketing platforms and remote troubleshooting tools.
  • Highly organized, detail-oriented, and capable of prioritizing multiple tasks in a fast-paced environment.

Job Types: Full-time, Permanent

Pay: Up to Php27,000.00 per month

Benefits:

  • Company events
  • Health insurance
  • Opportunities for promotion
  • Promotion to permanent employee

Work Location: In person

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