Support Specialist - L1/L2

HCL Technologies Limited; Taguig; Presencial; PHP 420.000 - 660.000; Jornada completa

Descripción de la vacante

HCL Technologies Limited is seeking an experienced Level 1/2 application support professional to support the FIFA Connect Platform (FCP) and FIFA Connect Competition Management System (FCMS) from Manila, with global coverage. You will resolve incidents within SLAs, handle escalations, and deliver training and onboarding to FIFA Member Associations.

The role requires strong ITSM experience, excellent communication skills, and willingness to travel internationally for on-site support and training.

Formación

• 5+ years' experience in customer and related application support.
• Experience using ITSM/support management tools (Freshdesk, Jira, ServiceNow or equivalent).
• Strong troubleshooting, analytical and problem-solving skills.
• Excellent customer service and communication skills.
• Experience supporting enterprise web applications is preferred.

Responsabilidades

• Provide Level 1 and Level 2 support for FCP and FCMS, ensuring incidents and service requests are resolved within SLAs.
• Act as the primary point of contact for Member Associations, delivering support via email, phone and video conferencing.
• Troubleshoot functional and technical issues, performing initial diagnosis and resolution where possible.
• Receive and manage incidents escalated from Tier 1 Support, providing in-depth troubleshooting and root cause analysis for complex issues.
• Resolve configuration-related issues, coordinate with hosting provider for infrastructure or hardware-related incidents.
• Escalate product defects and complex technical issues to development teams, ensuring timely resolution.
• Manage, prioritize and track incidents through the Support Management Solution, ensuring documentation and timely communication.
• Deliver remote and on-site user training, onboarding activities and guidance on system functionality and best practices.
• Support application releases through testing, validation and post-deployment verification.
• Contribute to knowledge articles, user documentation and continuous service improvement initiatives.

Conocimientos

Customer support

ITSM tools

Troubleshooting

Communication

Spanish (read/write/speak)

French

Portuguese

Herramientas

Freshdesk

Jira

ServiceNow

Descripción del empleo

Provide Level 1 and Level 2 application support for the FIFA Connect Platform (FCP) and FIFA Connect Competition Management System (FCMS), ensuring high-quality multilingual support for FIFA Member Associations through timely issue resolution, user training and service excellence.

Key Responsibilities

• Provide Level 1 and Level 2 support for FCP and FCMS, ensuring incidents and service requests are resolved within agreed SLAs.
• Act as the primary point of contact for Member Associations, delivering support via email, phone and video conferencing.
• Troubleshoot functional and technical issues, performing initial diagnosis and resolution where possible.
• Receive and manage incidents escalated from Tier 1 Support, providing in-depth troubleshooting and root cause analysis for complex application, software and integration issues.
• Resolve configuration-related issues, perform process restarts where required, and coordinate with the hosting provider for infrastructure or hardware-related incidents.
• Escalate product defects and complex technical issues to development teams, working collaboratively to ensure timely resolution.
• Manage, prioritize and track incidents through the Support Management Solution (e.g., Freshdesk or equivalent), ensuring accurate documentation and timely communication with stakeholders.
• Deliver remote and on-site user training, support onboarding activities and provide guidance on system functionality and best practices.
• Support application releases through testing, validation and post-deployment verification.
• Contribute to knowledge articles, user documentation and continuous service improvement initiatives.

Skills & Experience

• 5+ years' experience in customer and related application support.
• Experience using ITSM/support management tools (e.g., Freshdesk, Jira, ServiceNow or equivalent).
• Strong troubleshooting, analytical and problem-solving skills.
• Excellent customer service and communication skills.
• Experience supporting enterprise web applications is preferred.

Language Requirements

Mandatory (Read/Write and Speak).

• Fluency in Spanish or French.
• Portuguese, Arabic or Russian.

Working Requirements

• Support a 24x5 global service model across Asia/Oceania, Europe/Africa and the Americas.
• Participate in weekend emergency standby and holiday coverage when required.
• Willingness to travel internationally to deliver on-site training and support for Member Associations.
• Prioritize support for FIFA Member Associations and Regional Associations while maintaining agreed service levels.
• Customer Focus
• Incident & Problem Management
• Technical Troubleshooting
• Communication & Stakeholder Management
• Adaptability in a Global Support Environment