l2 Technical Support specialist - alabangGECO Asia

L2 Technical Support SpecialistRole Summary
The L2 Technical Support Specialist will provide Level 2 support, assisting in resolving advanced technical issues and ensuring smooth system operations.Role DescriptionInvestigate issues that Tier 1 support cannot resolve and identify potential system faults.Perform initial fault isolation and propose resolutions for approval by senior team members to address issues promptly.Prepare detailed information for Tier 3 support for issues requiring developer involvement.Develop support commands, scripts, and workarounds to resolve customer issues efficiently.Utilize various Internal Admin Tools (IAT) to assist in issue resolution.Respond promptly and appropriately to escalated technical issues following Helix's internal processes, procedures, and systems.Proactively engage with senior agents and supervisors to clarify questions, enhance understanding, and strengthen knowledge of systems, processes, and procedures.Role RequirementsTechnical aptitude or familiarity with software concepts such as HTML, JavaScript, WordPress, SQL queries, Exponea or other CRM platforms, Microsoft Word and Excel, and cloud platforms (Azure, GCP).2-3 years of relevant technical support experience.Strong organizational and coordination skills.Excellent research and problem-solving abilities.Outstanding verbal and written communication skills.Ability to use internal communication tools effectively to align with all stakeholders in completing tasks.Prior experience as a technical specialist is preferred but not required.Prior experience in the healthcare or software industry is preferred but not required.
GECO Asia

Alabang, Muntinlupa City
Permanent
Full-time