L2 Technical Support Specialist - Alabang

L2 Technical Support Specialist

Role Summary
The L2 Technical Support Specialist will provide Level 2 support, assisting in resolving advanced technical issues and ensuring smooth system operations.

Role Description

• Investigate 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 Requirements

• Technical 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.