We’re Hiring: Tier 2 Technical Support!

Looking for a role that fosters collaboration, creativity and career growth in a vibrant office environment? We got you covered!

We are currently on the lookout for a Tier 2 Technical Support to join our team at Cloudstaff, the #1 workplace everywhere! Think you qualify for the role? Attach a 1-2 minute video intro and introduce yourself to us so we can meet you virtually. Attach this together with your updated CV to become a priority applicant!

Role: Tier 2 Technical Support

Work Arrangement: Work from Office

Location: Philippines - Ortigas

Schedule: Morning Shift

Job Description:

We strive to provide our customers with a level of support that reflects the

same care and fixation on quality that goes into the product itself.

As a Tier 2 Technical Support Specialist you will work alongside the Client's Product Support Team. You’ll be primarily responsible for troubleshooting escalated tickets from Billing, Accounts, Domains and Email topics, with supplementary support as needed for other escalation topics. You will report bugs, and raise and manage high-severity incidents. This role will operate from 7am-4pm initially, on a shift basis 5 days per week. Shifts may span Sunday-Saturday and are subject to change as business needs required

RESPONSIBILITIES

• Provide an excellent customer experience on escalated cases, consistently meeting productivity targets.
• Educate agents on product behavior, process and workflow
• Stay current and well-informed about Product and Policy
• In the event of a platform incident - represent our department by determining severity level and communicate with relevant stakeholders until resolution.
• Help with product training, process improvements and department projects as required
• Report issue defects in JIRA and assign appropriate severity to enable engineering triage
• Provide support for Team Leads and Managers on sensitive cases which require soft skills, advanced tool access and product knowledge

QUALIFICATIONS AND REQUIREMENTS

• Demonstrated technical proficiency in Internet & Domains infrastructure, specifically the ability to investigate and resolve escalated issues regarding domain registration life-cycles, DNS propagation, and record configuration using various Registrar tools (CentralNic, OpenSRS, or any similar tools)
• At least 2 years of experience with Account, Billing/Payment support escalations at Tier 2 or Tier 3 Level, ideally utilising tools such as Stripe and Paypal.
• Strong judgement skills and adherence to policies related to billing and account safety
• Demonstrated ability to quickly diagnose the root cause of an issue, utilising advanced diagnostic tools such as BrowserStack/Lambdatest, Chrome Developer Tools, Google Cloud Logs
• Working understanding of APIs and related diagnostic consoles e.g Swagger
• Coaching or mentoring others in advanced technical topics
• Continuous improvement mindset as demonstrated through self-led initiatives
• Strong communication skills in responding to customers, and ability to provide clear and objective feedback to Team Leads and Agents

NON-NEGOTIABLE SKILLS & REQUIREMENTS

• Demonstrated technical proficiency in Internet & Domains infrastructure, specifically the ability to investigate and resolve escalated issues regarding domain registration life-cycles, DNS propagation, and record configuration using various Registrar tools (CentralNic, OpenSRS, or any similar tools)
• At least 2 years of experience with Account, Billing/Payment support escalations at Tier 2 or Tier 3 Level, ideally utilising tools such as Stripe and Paypal.

Perks & Benefits (Work From Home/Hybrid)

• Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment  
• Flexible leave credits which may be used for vacation, emergency and sick leaves  
• Quarterly perks boxes for WFH staff, offering groceries and snacks to keep youfueled  Superb and exciting Mid-Year Parties – with items to give away and cash prizes!  
• Endless opportunities for career advancement  
• Annual Performance Review with Salary Increase  
• We set you up for success with a company-provided PC/Laptop and fiber internet connection  
• Tech-on-wheels Support  
• Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues  
• International career growth and connections  
• Unlimited cash incentives for hired referrals  
• Mental Wellness Employee Assistance program through Lifeworks  
• In-house psychiatrist available to support employees' well-being  
• Become part of the Employee Share Units program  

Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc.

Cloudstaff : Build Your Career, Anywhere

• Established in 2005, Cloudstaff is a leading outsourcing company that empowers businesses to thrive through smarter talent solutions. We're passionate about creating a work environment that fosters your professional growth and overall well-being.

Why Cloudstaff is the #1 Workplace?

• Award-winning Culture: We're committed to building the #1 Workplace Everywhere, with a proven track record of staff engagement initiatives and industry recognition
• Invest in You: We support your development through comprehensive training programs, mentoring and opportunities for career advancement
• Thrive as an Individual: We offer a strong work-life balance with flexible schedules, meaningful perks and a collaborative team environment.

**To become a priority applicant, please share a 1-2 minute video introduction detailing you experience in this specific role.