Responsibilities

• As a L2 Technical Support you will be researching and diagnosing issues that cannot be resolved by Tier 1, identifying system faults, and providing advanced troubleshooting to ensure service continuity and customer satisfaction; 
• You will be performing initial fault isolation and proposing resolutions for review and approval by senior team members, addressing technical issues efficiently and minimizing service interruptions;  
• You will be preparing detailed escalation reports for Tier 3 support teams, ensuring that complex issues requiring development involvement are well-documented and reproducible;  
• You will be creating and executing support scripts, commands, and workarounds to address recurring or high-impact customer issues;  
• You will be utilizing internal administrative tools to diagnose, monitor, and resolve incidents, ensuring accurate and timely issue resolution;  
• You will be handling advanced incident escalations in line with Helix’s internal processes, procedures, and service-level agreements, maintaining professionalism and urgency at all times;  
• You will be proactively engaging with senior agents and supervisors, seeking clarification and feedback to continuously expand your technical expertise and system knowledge; 
• You will be documenting resolutions, troubleshooting steps, and technical insights, contributing to the team’s knowledge base and helping to streamline future issue resolution. 

Requirement

• 2+ years of relevant technical support experience, ideally in L2 or advanced troubleshooting roles; 
• Work in a hybrid set up (3 days onsite in Alabang, Muntinlupa and 2 days WFH) – Necessary condition; 
• Strong technical aptitude and familiarity with multiple software tools and concepts; 
• Experience with HTML for troubleshooting and editing web-based content; 
• Experience with JavaScript for diagnosing and resolving application or UI-related issues; 
• Experience with WordPress for managing and supporting content-driven systems; 
• Experience with SQL queries for performing data validation and issue tracing in relational databases; 
• Experience with CRM platforms, such as Exponea, for managing customer data and campaign workflows; 
• Experience with Microsoft Word and Excel for documentation, reporting, and analysis tasks; 
• Experience with cloud platforms, such as Azure or Google Cloud Platform, for understanding system integrations and configurations 
• Strong problem-solving and research skills, with the ability to analyze and resolve issues efficiently; 
•  Excellent organizational and coordination skills, ensuring effective prioritization of multiple tasks; 
• Outstanding communication skills, both written and verbal, enabling clear interaction with technical and non-technical stakeholders; 
• Ability to use internal communication tools effectively to align with stakeholders and perform assigned tasks collaboratively. 

Nice to have

• Prior work experience as a Technical Specialist, providing advanced application or infrastructure support; 
• Previous experience in the healthcare or software industry, offering familiarity with regulated environments and specialized systems. 

We Offer

• Salary for work amounting to 60,000 – 70,000 PHP; 
• Monthly transportation allowance of ₱4,000; 
• ₱3,600 monthly de minimis non-taxable allowance; 
• HMO coverage from day 1 for you and 1 dependent; 
• Equipment provided; 
• Optical coverage; 
• Year-end leave monetization; 
• Gym subscription; 
• Monthly supply of coffee! 

Please be advised that we will only contact selected candidates