Job Openings Technical Support Representative Tier 3

About the job Technical Support Representative Tier 3

Position Title: Technical Support Representative Tier 3

Salary: 40,000 - 45,000 PHP a month

Reports To: Partner, Partner Advisor

Primary Relationships: Partner Team

Date: February 2024

Schedule: 12:00 AM - 9:00 AM PHT


Responsibilities:

  • Provide expert-level technical support to resolve highly complex and escalated issues that Tier 1 and Tier 2 support couldn’t address

  • Handle intricate software, hardware, and network problems requiring advanced troubleshooting and analysis

  • Communicate courteously and professionally via phone, email, or chat channels to understand and resolve technical issues escalated to Tier 3

  • Clarify user inquiries thoroughly and provide detailed guidance for issue resolution

  • Work closely with Tier 1, Tier 2, development, and engineering teams to resolve escalated technical issues

  • Collaborate on solutions, provide feedback for product improvement, and contribute to knowledge sharing within the support team

  • Conduct in-depth diagnostics, analysis, and advanced troubleshooting techniques to identify root causes of highly challenging technical issues

  • Provide effective and innovative solutions, often involving systems-level troubleshooting

  • Maintain detailed documentation of troubleshooting steps, resolutions, and customer interactions

  • Contribute to technical documentation and knowledge bases for reference and continuous improvement

  • Strive for exceptional customer satisfaction by ensuring technical problems are resolved effectively and promptly

  • Communicate clearly and follow up to ensure complete issue resolution

  • Keep abreast of technological advancements, product updates, and industry trends.

  • Continuously enhance technical expertise to provide superior support

  • Thoroughly document all work and time entries in our ticketing systems

  • Stay current with technology solutions offered to clients, including M365, Azure Cloud, and Cybersecurity

  • Engage actively with team members and clients during work hours, promoting a positive and enjoyable work environment

  • Embrace a positive and enjoyable work culture, contributing to a fun and collaborative atmosphere


Qualifications:

  • Minimum 4+ years of experience in technical support, with at least 2-3 years specifically in Tier 3 support

  • Bachelor's degree in Computer Science, Information Technology, or related field is preferred

  • Proficient in using PSA/Ticketing systems, such as HaloPSA, ConnectWise Manage, or AutoTask.

  • Extensive knowledge and expertise in diagnosing and troubleshooting complex software, hardware, and network issues

  • Proficient in systems-level analysis and troubleshooting

  • Excellent verbal and written communication skills

  • Ability to convey highly technical information clearly and effectively to both technical and non-technical users

  • Strong active listening skills

  • Proven ability to collaborate effectively within a team environment and across various departments

  • Experience in providing guidance and mentoring to junior support staff

  • Strong analytical skills to assess complex technical issues and develop innovative solutions

  • Ability to think critically and provide systems-level troubleshooting

  • Demonstrated commitment to providing exceptional service and ensuring complete customer satisfaction

  • Ability to adapt to dynamic environments and quickly learn new technologies

  • Proficient in maintaining detailed and comprehensive records of technical issues, resolutions, and troubleshooting methodologies for knowledge sharing and continuous improvement

  • Technical knowledge and competencies in Windows Server setup and maintenance, Azure Active Directory administration, Microsoft 365 system administration, Windows 10/11 support, GPO, permissions, DNS, DHCP, and documentation platforms

  • Familiarity with RMM products like Continuum RMM, Microsoft Intune, Ninja RMM, or other MSP RMM tools


COmpany Benefits:

  • SSS, Philhealth, Pag-Ibig

  • 13th Month Pay

  • HMO and Life Insurance (AVEGA)

  • Free Shuttle Service

  • CO League - Monthly Company Activities

  • CO Clubs

  • CO Amenities Swimming Pool, Clinic and Kids zone

  • CO Stars - Corporate Social Responsibility Involvement Scholarship Programs

  • CO Academy - Training and Development Programs

  • COolture Coach

  • CO Gears

  • Cool and Flexible Workplace

  • Other Performance and Attendance Based Rewards

  • Bereavement Leave

  • Paternity Leave

  • 7 days SOLO Parent Leave

  • Magna Carta Leave

  • Company Bank Loan