Quezon City - Tier 2 Technical Support Representative

Tier 2 Technical Support Agents will work in a multi-functional role that supports studio applications by handling tickets and calling international studios to ensure they are operational.

Scope of support:

• Manage and respond to studio application tickets.
• Communicate technical information, both verbal and written, to studios and customers.
• Remotely connect to branch's computer to perform troubleshooting.
• Escalate problem tickets to the proper team.
• Communicate with the Clients.
• Categorize and tag tickets accordingly.
• Assist studios with the following:
• Login issues such as password reset of in-studio technologies
• Align customers' information locally and globally.
• Installing applications, router configuration, display screen issue.
• Return policy for OTF devices.
• Providing assistance in connecting studio technologies and equipment to the company's network.
• Providing technical assistance in connecting a computer to TV screens.

Responsibilities:

Advanced Technical Assistance:

• Provide in-depth technical support to studio partners by diagnosing and troubleshooting hardware, software, and network issues.
• Serve as the technical escalation point, handling problems that extend beyond Tier 1 resolution capabilities.

Remote Diagnostics & Resolution:

• Utilize remote access tools to diagnose, troubleshoot, and resolve issues in real time.
• Provide clear instructions and guidance to users during remote sessions, ensuring clarity and efficiency in issue resolution.

Issue Identification & Documentation:

• Identify recurring technical issues by carefully analyzing reports and logs from support tickets.
• Maintain detailed documentation of technical issues, resolutions, and recommended best practices.

Collaboration & Communication:

• Work closely with Tier 1 agents and other technical teams to ensure smooth escalation of issues.
• Communicate technical information effectively to non-technical users, ensuring they understand the resolution process.

Continuous Improvement:

• Analyze trends and data related to technical support incidents to identify opportunities for process improvements.

Minimum Skills Required:

• At least 2 years of experience in IT support
• 2 years of college or certification in an IT field
• Excellent written/verbal communication skills
• Exceptional customer service skills
• Strong Technical Knowledge
• Network+ / Relative experience preferred
• Strong technical knowledge / of web-oriented architecture
• Experience in Microsoft Application
• High aptitude in problem-solving and execution of solutions
• SQL experience preferred