Senior Technical Support Specialist - 2nd/3rd Line (Remote)

Auditdata; Manila; À distance; PHP 600 000 - 900 000; Plein temps

Avantages offerts par ce poste

Remote work

Résumé du poste

Auditdata is seeking a skilled Customer Care technologist to join our global support team and own the resolution of complex tickets for a portfolio of named accounts. You will be the go‑to expert, guiding customers through system setup, training, and troubleshooting in real time.

The role covers 2nd/3rd line support, knowledge-base development, and proactive reporting. Remote work is supported, with responsibilities across APAC, Europe, and North America time zones.

Qualifications

• At least 5 years in customer-facing technical support or similar role.
• Hands-on 2nd or 3rd line support via phone, email, and remote tools.
• Experience chairing recurring customer meetings independently.
• Proven ability to author Knowledge Base articles and runbooks.
• Strong written English and ability to create customer-facing docs.

Responsabilités

• Respond to customer inquiries in line with SLAs with accurate product information.
• Troubleshoot issues across software and hardware; document replication steps.
• Lead product escalations and collaborate with Engineering/DevOps to resolution.
• Own support relationships for named Enterprise accounts and run weekly ticket reviews.
• Create root-cause analyses and dashboards; build reusable knowledge content.

Connaissances

customer-facing technical support

2nd/3rd line support

meeting facilitation

technical reporting

cloud/SaaS troubleshooting

Outils

HelpDesk

CRM

SLA management

Description du poste

Auditdata is seeking a skilled Customer Care technologist to join our global support team and own the resolution of complex tickets for a portfolio of named accounts. You will be the go‑to expert, guiding customers through system setup, training, and troubleshooting in real time.

The role covers 2nd/3rd line support, knowledge-base development, and proactive reporting. Remote work is supported, with responsibilities across APAC, Europe, and North America time zones.