Technical Support Specialist – L2/L3

Job not on LinkedIn

🔥 2 minutes ago

🇵🇭 Philippines – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Auditdata

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1992

🏥 Healthcare

💼 Consulting

⚕️ Healthcare Insurance

💰 Venture Round on 2016-07

Healthcare • Consulting • Healthcare Insurance

Auditdata is a cloud-based, data-driven practice management software company specializing in solutions for audiology practices. Their offerings include practice management software that optimizes workflows, integrated audiological testing equipment, and screening tools for improved patient care. Auditdata's technology enhances the patient experience at every stage from screening to fitting and aftercare, ensuring efficiency and high-quality service delivery.

📋 Description

• Respond to customer inquiries in line with SLAs, providing accurate product and service information • Troubleshoot and resolve customer-reported software and hardware issues • Reproduce issues and document replication steps for engineering teams • Drive product escalations to Product Management and work with Development and DevOps through resolution • Handle customer hardware service requests • Maintain accurate case records in Helpdesk/CRM and keep customers informed • Act as the recognized product expert for an assigned Auditdata product and escalation point for enterprise customers • Guide customers and partners through system setup and operation, including training and knowledge sharing • Test new product releases, identify bugs, and brief teams and accounts on customer impact • Write and maintain Knowledge Base articles, internal runbooks, troubleshooting guides, and SOPs • Own and regularly review a defined Knowledge Base area, retiring outdated content and updating it after releases and fixes • Identify documentation gaps from ticket data and create needed articles • Peer-review first-line support contributions • Own the support relationship for a defined portfolio of named enterprise accounts as primary technical contact • Lead weekly ticket review calls, set agendas, review open-ticket status, capture actions, and follow up to closure • Produce customer-facing root cause analysis reports, status summaries, and process documents • Manage expectations on timelines, workarounds, and roadmap items, escalating risks internally • Build and maintain Helpdesk/CRM reports and dashboards • Analyse ticket data to identify recurring issues, volume drivers, and SLA risk • Feed customer feedback back into the product

🎯 Requirements

• At least 5 years in customer-facing technical support or a similar role • Hands-on 2nd or 3rd line support via phone, email, and remote tools • Confident chairing recurring customer meetings independently • Practical reporting skills in HelpDesk or other CRMs • Working knowledge of SLA management support processes: incident, problem, and escalation management • Experience authoring Knowledge Base articles, runbooks, or support documentation • Strong understanding of systems, processes, and support workflows • Proven ability to troubleshoot cloud and SaaS software solutions, such as CRM, CMS, and ERP • Fluent written and verbal English • Willingness to work with customers across APAC, European, and North American time zones • Knowledge of Audiometry and clinical management processes is a plus • Experience working with embedded systems or medical/audiology equipment is a plus • Experience supporting large or multi-site retail customers is a plus • Strong customer orientation and willingness to assist and solve customer issues • Proactive approach to problem-solving • Strong prioritization skills • Ability to quickly learn and understand complex technical topics • Strong coordination and communication skills • Ability to analyse technical data, isolate root causes, and implement structured solutions • English CV required

🏖️ Benefits

• Long-term, secure engagement in the stable product development company • Great company values and ethics • Flexibility and flat management structure • Learning opportunities and professional development • Related certifications, paid trainings & courses • Remote work model • Equal opportunity employer committed to a diverse work environment free of discrimination and harassment