Onsite Level 2 Tech Support Specialist

Staff Domain Inc.; Pasig; On-site; PHP 360,000 - 540,000; Full time

Benefits offered by this job

HMO, Dental & Life Insurance

Paid leaves and holidays

Employee engagement activities

Job summary

Staff Domain Inc. in Ortigas, Pasig City, Philippines, seeks a Level 2 Support Specialist to act as the primary contact for customers, triaging inquiries, and resolving issues with professional handling.

You will manage tickets, coordinate with stakeholders, and deliver a positive customer experience in a fast-paced environment. The role requires strong communication, admin, and problem-solving skills, with ITIL familiarity and API environment exposure being a plus.

Qualifications

• Bachelor's degree in a related field.
• 3+ years in customer or technical support.
• Proficient English communication and strong documentation skills.
• Familiarity with ITIL frameworks preferred.
• Experience with API-based software environments is a plus.

Responsibilities

• Serve as the first point of contact for customer inquiries, incidents, and support requests.
• Triage and assess incoming issues to determine whether they are technology-related, business process-related, or require escalation to specialized teams.
• Gather relevant information and ask clarifying questions to understand customer concerns and requirements.
• Create, update, monitor, and manage support tickets through to completion, ensuring accurate documentation and timely follow-up.
• Escalate complex issues to appropriate teams while maintaining ownership of the ticket lifecycle.
• Communicate updates, resolutions, and next steps to customers clearly and professionally.
• Ensure customers receive high standard of service and feel supported throughout the resolution process.
• Collaborate with internal teams to facilitate efficient issue resolution and service delivery.
• Monitor ticket queues and workflows to meet service levels and response expectations.
• Maintain records of customer interactions and resolutions.
• Identify recurring issues and provide feedback to support process improvements.

Skills

Customer support

Technical support

Ticketing software

English fluency

Communication

Problem solving

Education

Bachelor's degree in IT/CS or related field

Tools

Ticketing systems

ITIL familiarity

Job description

Staff Domain Inc. in Ortigas, Pasig City, Philippines, seeks a Level 2 Support Specialist to act as the primary contact for customers, triaging inquiries, and resolving issues with professional handling.

You will manage tickets, coordinate with stakeholders, and deliver a positive customer experience in a fast-paced environment. The role requires strong communication, admin, and problem-solving skills, with ITIL familiarity and API environment exposure being a plus.