Q300176: Technical Support Tier 2

As a Technical Support Tier 2 specialist, you will play a crucial role in providing advanced technical support to our customers. You will be responsible for resolving complex technical issues, updating our knowledge base, collaborating with the Quality Assurance team, and making outbound calls to users as needed. Your expertise and dedication will ensure our customers receive the highest level of support and satisfaction.

Salary Range: PHP 35,000 - PHP 45,000

The Work Set-Up:

• Work onsite 
• 8 hour work shift
• Monday - Friday
• Nightshift (11:00pm - 8:00am)

The Benefits:

• HMO (+1 free dependent)
• 13th Month Pay
• 15-Days Annual Leave
• Maternity/Paternity & Solo Parent Leave
  
• Government Contributions (SSS, PhilHealth, and Pag-IBIG)
• Annual Medical Health Check-Up
• Staff's Milestone Celebration
• Weekly & Monthly Company Events
• ... and more

The Responsibilities:

• Provide advanced technical support to customers via phone, email, and chat. Troubleshoot and resolve complex technical issues in a timely and efficient manner.
• Regularly update and maintain the knowledge base with accurate and comprehensive information to assist both customers and internal teams.
• Work closely with the Quality Assurance team to identify and report software bugs and assist in the testing of new features and updates.
• Make outbound calls to users to gather information, provide updates, and ensure customer satisfaction.
• Document all support interactions and resolutions in the ticketing system. Ensure all records are accurate and up to date.
• Stay current with industry trends, product updates, and best practices to continuously improve the support process.

The Requirements:

• Minimum of 2 years of experience in a technical support role, preferably in a Tier 2 capacity.
• Proficiency in troubleshooting software and hardware issues. 
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving skills.
• A strong commitment to providing exceptional customer service and ensuring customer satisfaction.
• Strong organizational skills with attention to detail.
• Ability to multitask and prioritize effectively

The Location: (Watch this video to navigate)
Unit 1E, Philexcel Annex, Clark Freeport Zone, 2023, Pampanga.

Who we are:
Guerilla Staffing Solutions is a family-owned business with roots in both Australia and the Philippines. Our vision is to create enduring employment opportunities for our team members, and we are dedicated to fostering a positive, inclusive, and respectful work environment. We prioritize open communication, trust, and mutual respect among our staff and clients. We carefully partner with clients who value kindness and inclusivity in their treatment of employees, irrespective of their geographical location.