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Technical Support Specialist (Tier 2) - Hybrid

Remote: 
Full Remote
Contract: 
Full time
Work from: 
Philippines

Offer summary

Qualifications:

Expertise in escalation processes, Proficiency in ticketing systems, Experience in technical support.

Key responsabilities:

  • Provide advanced technical support to customers
  • Troubleshoot and resolve escalated technical issues
  • Analyze complex software problems and implement solutions
  • Collaborate with Tier 1 support and cross-functional teams
  • Document support interactions and improve product feedback
Penbrothers logo
Penbrothers SME http://www.penbrothers.com/
201 - 500 Employees
About Penbrothers
We are Penbrothers, your remote HR partner! We work with startups and SMEs worldwide, helping them build and scale their teams with talent in the Philippines at a fraction of the cost. With several offices in various locations, Penbrothers makes it easier for companies to focus on their core business by taking care of: - Talent Acquisition - Employment and Onboarding - HR Management and Payroll - Compliance - Office Space or Remote Enablement
See more Penbrothers offers

Job description

About Penbrothers

Penbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Client

Our client is a pioneer in transforming software solutions for commercial contractors. Their mission is to streamline operations and empower businesses to thrive. They’re on the search for a talented Technical Support Specialist (Tier 2) to join their innovative team. If you're passionate about delivering top-notch customer service, thrive in a dynamic environment, and bring expertise in escalation processes and ticketing systems, they want you on board.

About the Role

  • As a Technical Support Specialist (Tier 2), you'll be instrumental in ensuring that customers receive exceptional support for a suite of software products. Your role will involve resolving intricate technical issues, providing comprehensive troubleshooting assistance, and collaborating closely with cross-functional teams to deliver prompt solutions.

What you’ll do

  • Provide advanced technical support to customers via email, phone, or chat channels.
  • Troubleshoot and resolve escalated technical issues related to our software products.
  • Analyze and diagnose complex software problems, identifying root causes and implementing effective solutions.
  • Collaborate with Tier 1 support team members to escalate and prioritize issues as needed.
  • Document support interactions, solutions, and troubleshooting steps in our CRM system.
  • Communicate effectively with customers to ensure a positive support experience and customer satisfaction.
  • Work closely with the product development and quality assurance teams to report bugs and provide feedback for product improvement.
  • Stay up-to-date on product features, enhancements, and industry trends to provide accurate and relevant support.

Required profile

Experience

Industry :
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Technical SupportEscalation ProceduresInternal DocumentationMicrosoft Dynamics CRM

Other Skills

  • Collaboration
  • Troubleshooting (Problem Solving)
  • Problem Solving
  • Customer Service
  • Analytical Thinking
  • Communication
Are you interested?

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