Total 3 tech support job vacancies in Customer Service category in The Philippines

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• Address Level 2 support escalations raised by leadership, requiring in-depth troubleshooting and problem-solving.
• Manage Level 2 complexity requests received through Slack and ServiceNow, involving intricate system interactions and advanced solutions.
• Take charge of critical incidents, coordinating response efforts, and ensuring rapid resolution.
• Conduct thorough root cause analysis for incidents and issues, going beyond symptoms to identify and address underlying causes.
• Develop and implement alert and automation solutions to prevent recurring issues and optimize workflows.
• Efficiently resolve issues within defined Service Level Agreements (SLA), ensuring minimal downtime and impact on business operations.
• L2 support for Hybris platform, resolving complex commerce-related issues
• Future Scope: application releases to production environments, ensuring smooth transitions and minimal disruptions.
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• Respond to inquiries and resolve issues submitted through Freshdesk (Guest Account & Support Inboxes).
• Manage AppBot Reviews and AppFeedback Inbox on social media platforms.
• Handle Level 1 complexity requests received through Slack.
• Address "Who_Am_I" tickets, prioritizing sailings and resolving backlog issues.
• Troubleshoot data issues related to Guest Apps and Loyalty programs.
• Resolve Level 1 ServiceNow tickets efficiently.
• Conduct thorough QA testing for Digital Product Operations (DPO) owned products.
• Develop runbooks, onboarding guides, and other documents to support internal and external stakeholders.
• Work from the Command Center, actively monitoring system performance and identifying potential problems.
• Shift from reactive issue resolution to proactive problem anticipation and predictive maintenance.

The primary responsibility is troubleshooting problems with software for IT end users, you are the first-level contact for customers and you’ll give them step-by-step instructions to help solve their problems using various diagnostic tests.

•       Responding to customers by email, DM or ticketing system to help solve their issues Performing diagnostic tests to help resolve problems

•       Tracking, routing and redirecting information about issues to the proper resources

•       Creating and updating documentation so the rest of the team can use it Following up with customers to make sure their issues are resolved and providing feedback