Technical Support Specialist

Key Responsibilities:

• Handle incoming traffic via supported channels, when necessary, to ensure SLA alignment.
• Serve as the primary point of contact for escalated customer inquiries.
• Collaborate with cross-functional teams to address customer needs and provide timely solutions.
• Own and trouble-shooting new/unknown product issues with a focus on restoring systems to normal service and documenting solutions and updating training materials for the wider audience.
• Technical/Functional Article and FAQ creation, reviews, and modifications.
• Assist with Administration for all internal resources. I.e., Ticketing system and Internal Systems where necessary.
• Assist with support metrics and trends to identify areas for improvement and provide insights to the management team.
• Assist the Services team in driving client retention and growth.
• Generate Program Information Report/RCA documents with a focus on future proofing and system monitoring.

Other Duties:

• Deploying and analyzing code changes via GitHub.(GitHub is aproprietary developer platformthat allows developers to create, store, manage, and share their code)
• Provide expert-level technical guidance to staff, guiding them through issue resolution steps effectively.
• Assist clients configure the product where necessary, focused on providing product best practices where SOW is not needed.
• Assist with client onboarding and EBRs (Electronic Batch Record) where necessary.
• Train and onboard new customer support team members.
• Maintain both internal and external training documents where necessary.
• Rostered on-call outage support during assigned shifts.

Qualifications Required:

• Bachelor's Degree (in any field) or at least 2nd year college completed (with no back subjects/incomplete units)
• Minimum of 3 years experience in Technical Support
• Less than 3 years of Technical Support experience can be considered depends on technical support expertise.
• Can consider fresh graduates with exposure to programming and coding languages
• Familiarity with SSL is an advantage.
• Experience with Major OS (Windows, MacOS, Linux), understanding of corporate level security and authentication methods, APIs and SDKs, ITIL framework, GitHUB is a plus.
• Excellent written and verbal communication skills
• Self-motivated with positive attitude.Ability to follow strict guidelines and standard operating procedures a MUST.
• Must ability to work quickly in a fast-paced environment; work well as a team member and work well independently.
• No attendance issues. Willing to work on shifting schedules and work on Philippine Holidays and/or render overtime when necessary.
• Amenable to work in REPH Manila site