L2 Technical Support Specialist

Phoenix One Knowledge Solutions, Inc.; Muntinlupa; On-site; PHP 400,000 - 600,000; Full time

Job summary

A leading tech support firm in Metro Manila is seeking an L2 Technical Support Specialist. The candidate will resolve complex issues and support internal tools. Ideal applicants will have 2-3 years of experience, strong communication skills, and familiarity with software concepts such as HTML and SQL. This role offers an opportunity to work closely with senior team members in a dynamic environment.

Qualifications

• 2-3 years of relevant experience in technical support or similar roles.
• Familiarity with software concepts and cloud platforms.
• Outstanding coordination and organization skills.

Responsibilities

• Resolve issues escalated by Tier 1 support staff.
• Prepare information for Tier 3 regarding unresolved issues.
• Create scripts/workarounds to assist customers in issue resolution.

Skills

Technical aptitude

Verbal communication

Written communication

Research skills

Problem-solving skills

Tools

HTML

JavaScript

SQL

Excel

CRM Platforms

Job description

Role Summary

The L2 Technical Support Specialist will be responsible for providing level 2 support for Uprise & 4PatientCare.

Role Description

• Research issues not able to be resolved by Tier 1 and identify system fault. Provides initial fault isolation and proposes resolution for approval by senior team members to limit and address issues promptly.
• Prepare additional detailed information for Tier 3 on issues that require dev involvement.
• Create support commands/scripts/workarounds to resolve customer issues.
• Support issue resolution with various Internal Admin Tools (IAT).
• Respond to more advanced issues escalations promptly and appropriately, per Helix’s internal processes, procedures and systems.
• Reach out proactively to senior agents and supervisors with questions to ensure solid understanding and growth 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 platform tool experience, Word, Excel, cloud platforms (Azure, GCP).
• With 2-3 years of relevant experience.
• Solid organization and coordination skills.
• Outstanding research and problem‑solving skills.
• Excellent verbal & written communication skills.
• Able to utilize internal communication tools to align with all stakeholders to perform requested tasks.
• Prior work experience as a technical specialist preferred but not required.
• Prior work experience in healthcare and/or software industry preferred but not required.