Cebu City, Cebu, Philippines

Tier 3 Technical Support (Technical Support Lead)

 Job Description:

About the Role

We are seeking a Technical Support Lead to help our software support team. This role combines hands-on troubleshooting with mentorship responsibilities. The Tier 3 Technical Support will act as the primary escalation point for complex software issues while also guiding Level 1 and Level 2 support staff in troubleshooting and resolution.

This position is ideal for someone who enjoys solving complex technical problems, identifying root causes, and improving support processes.

Key Responsibilities

Technical Escalation

  • Serve as Tier 3 escalation point for complex client issues and complaints

  • Investigate claim submission failures, integration errors, and system behavior

  • Analyze logs, system outputs, and error messages to determine root causes

  • Coordinate with development teams when deeper engineering support is required

Troubleshooting & Investigation

  • Diagnose issues involving SaaS applications, integrations, and external systems

  • Identify patterns across support tickets to detect systemic issues

  • Work directly with clients when necessary to resolve high-priority incidents

Team Support

  • Mentor Level 1 and Level 2 support staff

  • Assist support agents in troubleshooting complex problems

  • Provide guidance on troubleshooting methodology

Documentation & Knowledge Management

  • Document recurring issues and solutions

  • Improve troubleshooting documentation and support procedures

  • Contribute to the internal AI knowledge base

Operational Support

  • Assist with ticket resolution during high-volume periods

  • Help maintain service quality and response standards

Required Skills

  • 5+ years technical support experience

  • Experience supporting SaaS platforms

  • Strong troubleshooting and diagnostic skills

  • Experience investigating integration issues or API-related problems

  • Comfortable analyzing logs and technical error messages

  • Excellent written and verbal English communication skills

  • Ability to handle escalated client situations professionally

Preferred Experience

  • Experience supporting healthcare or insurance software

  • Experience with practice management systems or billing software

  • SQL troubleshooting experience

  • Experience mentoring support teams

  • Experience documenting troubleshooting procedures

Work Schedule: Night Shift

About SVC:

Select VoiceCom is an American and Australian-owned company providing call center services. While our main goal is to provide first-class service to all of our clients, this is directly linked to our goal of providing a great work environment that our employees can be proud of. We want all of our employees to proudly say, "I work at Select VoiceCom, and think it's a great place to work!" The owners and managers at SVC care about their employees and listen to their feedback. All of our company decisions take into account how they will affect our employees and what we can do to make them beneficial for our employees.

If you are considering a move from your current job or want to build a new career with an opportunity to learn and grow, then we urge you to apply at Select VoiceCom today and join the growing SVC family. You wont regret it!

Check out our Facebook page: www.facebook.com/selectvoicecomph

Enjoy the following benefits:​

  • Medical/Dental coverage (HMO) after 1 month* + FREE HMO coverage for 1 dependent after 6 months
  • Life insurance program
  • Free weekly in-house massage
  • Cash incentives of (Php5,000) for successfully referring your friends and relatives to join SVC
  • Career development
  • Service incentive leave program
  • Annual salary increase based on performance
  • Fun and family-like working environment
  • Quarterly team outing
  • Free flowing coffee and hot chocolate
  • Cozy sleeping lounge and canteen plus entertainment area
  • Excellent office location in Cebu IT Park

*Terms and conditions apply.

How to apply:

Interested candidates may visit our Recruitment Hub at G/F i1 Bldg., Cebu IT Park, Apas, Cebu City from Monday to Friday anytime between 9AM-9PM.

What to prepare:

  • Updated e-copy (not printed) of your resume (.doc, .docx, .pdf)
  • Pen
  • ID

or

Quick apply online! If shortlisted, our recruitment team will reach out to you within 1-7 working days. Due to the volume of applications we receive every day, only shortlisted candidates will receive a phone call for an interview anytime between 8AM-11PM (Monday-Friday).

  Required Skills:

Support Technical Support

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