Technical Support Specialist (Tier 2)

About Penbrothers

Penbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Client

If you're passionate about delivering top-notch customer service, thrive in a dynamic environment, and bring expertise in escalation processes and ticketing systems, they want you on board.

• As a Technical Support Specialist (Tier 2), you'll be instrumental in ensuring that customers receive exceptional support for a suite of software products. Your role will involve resolving intricate technical issues, providing comprehensive troubleshooting assistance, and collaborating closely with cross-functional teams to deliver prompt solutions.

• Provide advanced technical support to customers via email, phone, or chat channels.
• Troubleshoot and resolve escalated technical issues related to our software products.
• Analyze and diagnose complex software problems, identifying root causes and implementing effective solutions.
• Collaborate with Tier 1 support team members to escalate and prioritize issues as needed.
• Document support interactions, solutions, and troubleshooting steps in our CRM system.
• Communicate effectively with customers to ensure a positive support experience and customer satisfaction.
• Work closely with the product development and quality assurance teams to report bugs and provide feedback for product improvement.
• Stay up-to-date on product features, enhancements, and industry trends to provide accurate and relevant support.

• Bachelor's degree in Computer Science or related field.
• Minimum of 1-2 years of experience as Tier 2 or L2 Technical Support for accounting, payroll, or other finance-related software or applications.
• Excellent problem-solving and analytical abilities.
• Ability to work independently and collaboratively.
• Strong communication and interpersonal skills.
• Willingness and ability to work on night shift following US business hours.