Technical Support Specialist – L2/L3

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Address customer inquiries in accordance with Service Level Agreements (SLAs), ensuring accurate information about products and services is provided.

• Diagnose and resolve issues reported by customers concerning both software and hardware.

• Replicate issues and document detailed steps for engineering teams to follow.

• Facilitate product escalations to Product Management and collaborate with Development and DevOps teams until resolution.

• Process customer hardware service requests following Auditdata protocols.

• Keep precise case records within Helpdesk/CRM systems and ensure customers are regularly updated.

• Serve as the acknowledged product expert and escalation contact for Enterprise Customers.

• Assist customers and partners with system setup and operations, including offering training and sharing knowledge.

• Evaluate new product releases, identify bugs, and inform teams and accounts regarding customer impact.

• Create and maintain internal and customer-facing Knowledge Base articles.

• Oversee, review, update, and retire content within a designated Knowledge Base area.

• Detect documentation gaps from ticket data and develop necessary articles.

• Conduct peer reviews of first-line contributions and maintain runbooks, troubleshooting guides, and Standard Operating Procedures (SOPs).

• Manage the support relationship for a portfolio of designated Enterprise accounts.

• Lead weekly ticket review meetings, track action items, and follow through to resolution.

• Generate root cause analysis reports, status summaries, and process documentation.

• Manage customer expectations regarding timelines, workarounds, and roadmap items.

• Develop and maintain Helpdesk/CRM reports and dashboards.

• Analyze ticket data for persistent issues, volume triggers, and SLA risks.

• Relay customer feedback to enhance the product.

⛳️ Requirements

• Minimum of 5 years in a customer-facing technical support role or a similar position.

• Hands-on experience with 2nd or 3rd line support via phone, email, and remote tools.

• Proven ability to independently chair recurring customer meetings.

• Competent reporting skills in HelpDesk or other CRM systems.

• Familiarity with SLA management support processes, including incident, problem, and escalation management.

• Proficient technical writing skills, including creating Knowledge Base articles, runbooks, or support documentation.

• Strong understanding of systems, processes, and support workflows.

• Capability to troubleshoot cloud and SaaS software solutions, such as CRM, CMS, and ERP systems.

• Fluent in written and spoken English.

• Willingness to collaborate with customers across APAC, European, and North American time zones.

• Knowledge of Audiometry and clinical management processes is advantageous.

• Experience with embedded systems or medical/audiology equipment is a plus.

• Experience supporting large or multi-site retail customers is beneficial.

• English CV is mandatory.

🏝️ Benefits

• Long-term, stable engagement with a reputable product development company.

• High standards of business ethics and environment.

• Strong company values and ethics.

• Flexible work environment with a flat management structure.

• Opportunities for learning and professional development.

• Paid training, courses, and related certifications.

• Remote work model available.

• Equal opportunity employer dedicated to maintaining a diverse work environment free from discrimination and harassment.