We are looking for a skilled Technical Support Specialist to provide expert technical support for a mobile banking application. In this role, you will be responsible for troubleshooting and resolving technical issues, ensuring seamless user experiences, and managing critical incidents to minimize service disruptions. You will work closely with technology partners, internal IT teams, and other cross-functional stakeholders to promptly resolve support tickets, ensuring that all issues are addressed efficiently and effectively.
OnSite arrangement work at Makati
Contract duration of 6 months
Key Responsibilities:
- Incident Resolution: Troubleshoot and resolve technical issues related to the mobile banking application. Prioritize and manage tickets based on severity levels (P1, P2, P3).
- Collaboration: Work closely with technology partners, internal IT teams, and other stakeholders to ensure the timely resolution of technical incidents.
- Escalation: Follow escalation procedures for complex issues, ensuring tickets are efficiently transferred to L3 support when necessary.
- Incident Triage: Lead triage efforts during critical incidents (P1), ensuring a structured approach to problem-solving and timely resolution.
- Root Cause Analysis: Conduct thorough root cause analysis for recurring issues and contribute to the development of preventive measures.
- Ticketing Systems: Manage and track tickets through resolution using a formal ticketing system, ensuring that all incidents are documented appropriately.
- Customer Satisfaction: Maintain a high level of customer satisfaction by ensuring prompt and professional resolution of issues.
- Continuous Improvement: Provide feedback to improve internal processes, systems, and tools based on incident trends and root cause analysis.
Qualifications:
- Experience: Minimum of 3 years in technical support, preferably within mobile applications or digital banking.
- Technical Knowledge: Strong understanding of ticketing systems, incident management, problem management, and resolution processes.
- Collaboration Skills: Experience working with cross-functional teams, including technology partners and internal stakeholders.
- Analytical Skills: Strong problem-solving abilities, with the capacity to troubleshoot technical issues and perform root cause analysis.
- Communication Skills: Excellent communication skills, with the ability to clearly articulate technical issues to both technical and non-technical teams.
- Time Management: Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
Preferred Certifications:
- ITIL Foundation Certification
- Certified Support Professional (CSP)
- Certified Help Desk Professional (CHDP)
