IT Support Engineer (Customer Care)

About Us

HelloConnect

Located in Manila, Philippines, we are now making this service available to other companies to benefit from our experience, scale, cost savings, and service level improvements.

HelloFresh

Our commitment to innovation and customer satisfaction drives our ongoing success.

1. Main purpose of the job

You'll directly support customer care operations by handling technical issues, coordinating with vendors, and executing essential tasks to maintain operational continuity.

Strong problem-solving skills and the ability to communicate technical information clearly to cross-functional teams are essential, as you'll collaborate with IT Managers, our external support partners, and various stakeholders within Customer Care to provide robust support and contribute to overall user/customer satisfaction.

1. Responsibilities and duties

• Platform Support & Issue Resolution: You'll serve as a key technical point of contact for L2 issues related to Genesys Cloud CX, Twilio, Mindful Feedback, and other Customer Care tools. You'll triage, investigate, and resolve challenging user issues, troubleshoot integrations, and provide clear guidance to non-technical users, helping bridge the gap between technical functionality and user needs.
• Efficient Ticket Handling: Take ownership of technical support tickets, ensuring timely resolution within defined SLAs. You'll effectively escalate complex issues to external vendors or internal L3 support when necessary, ensuring no issue goes unaddressed.
• Incident Management Contribution: Actively participate in the full lifecycle of major incidents, including root cause analysis, comprehensive documentation, and diligent follow-ups to prevent recurrence and ensure platform stability.
• Platform Administration & Configuration: Execute essential administrative tasks, configurations, and data cleanups within customer care platforms as assigned by IT Managers, contributing directly to platform optimization and operational health.
• Documentation and Knowledge Management: Create and maintain robust technical runbooks, insightful knowledge base articles, and precise process checklists. Your contributions will enhance our internal documentation, enabling faster problem resolution and smoother operations.
• Cross-functional Collaboration: Work closely with IT Managers to align on priorities, collaborate with L1 Support to ensure effective handoffs and knowledge transfer, and engage with stakeholders in Customer Care to understand their needs and provide tailored solutions.
• Continuous Improvement & Optimization: Actively participate in process audits, meticulously following existing SOPs. You'll be instrumental in identifying bottlenecks and recommending enhancements to internal tooling, workflows, or documentation, aiming to improve overall efficiency and significantly reduce repeat incidents.
• Training and Upskilling for Growth: Proactively engage in structured training plans, demonstrating a strong commitment to professional development with the goal of growing towards L3 responsibilities and expanding your technical expertise within Customer Care platforms.

1. Skills and preferred qualifications

We're looking for a proactive and detail-oriented IT Support Engineer with a strong interest in customer care technologies and a drive for continuous learning.

Soft Skills:

• Stakeholder Communication: Able to effectively adjust communication style to suit diverse audiences. You can clearly explain complex technical issues to non-technical stakeholders and collaborate effectively with cross-functional teams to achieve shared goals.
• Proactiveness & Resourcefulness: Self-driven and curious, you actively seek out solutions, learn beyond assigned tasks, and take initiative to improve processes.
• Technical Experience: A minimum of 3+ years of experience in IT Support, TechOps, or SysAdmin roles. Previous exposure to Contact Center environments is a significant advantage.
• Genesys Cloud CX: Prior hands-on experience with Genesys Cloud CX is a strong advantage, though not strictly required. A must-have is a strong willingness to learn and achieve relevant certifications in Genesys Cloud CX.
• Troubleshooting Expertise: Solid understanding and practical application of troubleshooting methodologies across various domains, including network diagnostics, user access issues, and system integrations.
• Tools & Documentation Proficiency: Comfortable navigating and utilizing platforms such as Jira and Confluence for ticket management and knowledge sharing. You are adept at following structured documentation and are able to contribute to it as part of continuous process improvement.

Why work for us?

Upholding ethical standards and promoting diversity and inclusion, HelloConnect fosters a positive work environment. Your well-being is prioritized through comprehensive benefits and perks. Join us to shape the future of digital experiences and make a difference in the lives of our clients and their customers.

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