tier 3 Technical Support ( Technical Support lead)Select VoiceCom

Select VoiceCom is currently looking for Tier 3 Technical Support (Technical Support Lead) to start ASAP. 
 
Select VoiceCom is an American and Australian-owned company providing call center services. While our main goal is to provide first-class service to all of our clients, this is directly linked to our goal of providing a great work environment that our employees can be proud of. We want all of our employees to proudly say, "I work at Select VoiceCom, and think it's a great place to work!" The owners and managers at SVC care about their employees and listen to their feedback. All of our company decisions take into account how they will affect our employees and what we can do to make them beneficial for our employees.
 
If you are considering a move from your current job or want to build a new career with an opportunity to learn and grow, then we urge you to apply at Select VoiceCom today and join the growing SVC family. You won't regret it! 
 
Check out our Facebook page: www.facebook.com/selectvoicecomph
 
Enjoy the following benefits:
Medical/Dental coverage (HMO) after 1 month* + FREE HMO coverage for 1 dependent after 6 months
Life insurance program
Free weekly in-house massage
Cash incentives of (Php5,000) for successfully referring your friends and relatives to join EB/SVC
Career development
Service incentive leave program
Annual salary increase based on performance
Fun and family-like working environment
Quarterly team outing
Free-flowing coffee and hot chocolate
Cozy sleeping lounge and canteen plus entertainment area
Excellent office location in Cebu IT Park
*Terms and conditions apply.
 
About the Role
 
We are seeking a Technical Support Lead to help our software support team. This role combines hands-on troubleshooting with mentorship responsibilities. The Tier 3 Technical Support will act as the primary escalation point for complex software issues while also guiding Level 1 and Level 2 support staff in troubleshooting and resolution.
This position is ideal for someone who enjoys solving complex technical problems, identifying root causes, and improving support processes.
 
Key Responsibilities
 
Technical Escalation
Serve as Tier 3 escalation point for complex client issues and complaints
Investigate claim submission failures, integration errors, and system behavior
Analyze logs, system outputs, and error messages to determine root causes
Coordinate with development teams when deeper engineering support is required
Troubleshooting & Investigation
Diagnose issues involving SaaS applications, integrations, and external systems
Identify patterns across support tickets to detect systemic issues
Work directly with clients when necessary to resolve high-priority incidents
Team Support
Mentor Level 1 and Level 2 support staff
Assist support agents in troubleshooting complex problems
Provide guidance on troubleshooting methodology
Documentation & Knowledge Management
Document recurring issues and solutions
Improve troubleshooting documentation and support procedures
Contribute to the internal AI knowledge base
Operational Support
Assist with ticket resolution during high-volume periods
Help maintain service quality and response standards
Required Skills
5+ years technical support experience
Experience supporting SaaS platforms
Strong troubleshooting and diagnostic skills
Experience investigating integration issues or API-related problems
Comfortable analyzing logs and technical error messages
Excellent written and verbal English communication skills
Ability to handle escalated client situations professionally
Preferred Experience
Experience supporting healthcare or insurance software
Experience with practice management systems or billing software
SQL troubleshooting experience
Experience mentoring support teams
Experience documenting troubleshooting procedures
Work Schedule: Night Shift