Job Openings Technical Support Representative Tier 3

About the job Technical Support Representative Tier 3

Position Title:Technical Support Representative Tier 3

Salary: 80,000 - 100,000 PHP a month

Reports To: Partner, Partner Advisor

Primary Relationships: Partner Team

Date: June 2024

Schedule: 11:00 PM - 8:00 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

  • The person will run the company’s Onboarding procedures and do Cybersecurity Risk assessments



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 a related field is preferred

  • Specialized Microsoft 365 and Modern Workplace Technology skills (Intune, SharePoint migrations, Lighthouse, Entra ID, Microsoft Defender, etc.)

  • 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