IT Support Engineer (Customer Care)

About Us

HelloConnect

HelloConnect is a subsidiary of HelloFresh, founded to address years of challenges faced in its own customer care. Leveraging our extensive experience in developing customer care tailored to the immediate needs of HelloFresh, our solutions are hyper-focused on serving high-growth companies. Located in Manila, Philippines, we are now making this service available to other companies to benefit from our experience, scale, cost savings, and service level improvements.

HelloFresh

HelloFresh is a global leader in delivering delicious meal kits and grocery boxes straight to customers' doorsteps. We are dedicated to providing high-quality, convenient, and sustainable meal solutions that inspire people to cook and eat healthy at home. Our commitment to innovation and customer satisfaction drives our ongoing success.

Job Description

1. Main purpose of the job

As an IT Support Engineer focusing on Customer Care Platforms, you'll play a crucial role in ensuring the seamless daily operations and continuous enhancement of our core customer care tools, including Genesys Cloud CX, Twilio, and Mindful Feedback. You'll directly support customer care operations by handling technical issues, coordinating with vendors, and executing essential tasks to maintain operational continuity.

Your role involves triaging, diagnosing, and resolving technical issues related to our customer care technology stack. While you'll be empowered to tackle problems independently, you'll also understand when to escalate more complex issues to vendors or L3 support. Strong problem-solving skills and the ability to communicate technical information clearly to cross-functional teams are essential, as you'll collaborate with IT Managers, our external support partners, and various stakeholders within Customer Care to provide robust support and contribute to overall user/customer satisfaction.

2. Responsibilities and duties

• Platform Support & Issue Resolution: You'll serve as a key technical point of contact for L2 issues related to Genesys Cloud CX, Twilio, Mindful Feedback, and other Customer Care tools. You'll triage, investigate, and resolve challenging user issues, troubleshoot integrations, and provide clear guidance to non-technical users, helping bridge the gap between technical functionality and user needs.
• Efficient Ticket Handling: Take ownership of technical support tickets, ensuring timely resolution within defined SLAs. You'll effectively escalate complex issues to external vendors or internal L3 support when necessary, ensuring no issue goes unaddressed.
• Incident Management Contribution: Actively participate in the full lifecycle of major incidents, including root cause analysis, comprehensive documentation, and diligent follow-ups to prevent recurrence and ensure platform stability.
• Platform Administration & Configuration: Execute essential administrative tasks, configurations, and data cleanups within customer care platforms as assigned by IT Managers, contributing directly to platform optimization and operational health.
• Documentation and Knowledge Management: Create and maintain robust technical runbooks, insightful knowledge base articles, and precise process checklists. Your contributions will enhance our internal documentation, enabling faster problem resolution and smoother operations.
• Cross-functional Collaboration: Work closely with IT Managers to align on priorities, collaborate with L1 Support to ensure effective handoffs and knowledge transfer, and engage with stakeholders in Customer Care to understand their needs and provide tailored solutions.
• Continuous Improvement & Optimization: Actively participate in process audits, meticulously following existing SOPs. You'll be instrumental in identifying bottlenecks and recommending enhancements to internal tooling, workflows, or documentation, aiming to improve overall efficiency and significantly reduce repeat incidents.
• Training and Upskilling for Growth: Proactively engage in structured training plans, demonstrating a strong commitment to professional development with the goal of growing towards L3 responsibilities and expanding your technical expertise within Customer Care platforms.
  
  
  

3. Skills and preferred qualifications

We're looking for a proactive and detail-oriented IT Support Engineer with a strong interest in customer care technologies and a drive for continuous learning.

Soft Skills:

• Stakeholder Communication: Able to effectively adjust communication style to suit diverse audiences. You can clearly explain complex technical issues to non-technical stakeholders and collaborate effectively with cross-functional teams to achieve shared goals.
• Proactiveness & Resourcefulness: Self-driven and curious, you actively seek out solutions, learn beyond assigned tasks, and take initiative to improve processes.
• Technical Experience: A minimum of 3+ years of experience in IT Support, TechOps, or SysAdmin roles. Previous exposure to Contact Center environments is a significant advantage.
• Genesys Cloud CX: Prior hands-on experience with Genesys Cloud CX is a strong advantage, though not strictly required. A must-have is a strong willingness to learn and achieve relevant certifications in Genesys Cloud CX.
• Troubleshooting Expertise: Solid understanding and practical application of troubleshooting methodologies across various domains, including network diagnostics, user access issues, and system integrations.
• Tools & Documentation Proficiency: Comfortable navigating and utilizing platforms such as Jira and Confluence for ticket management and knowledge sharing. You are adept at following structured documentation and are able to contribute to it as part of continuous process improvement.
  
  
  

Why work for us?

At HelloConnect, you'll join an organization that values innovation and leverages cutting-edge technology to transform customer experiences. With a collaborative culture, continuous learning opportunities, and a customer-centric focus, you'll contribute to impactful projects that drive business success. Upholding ethical standards and promoting diversity and inclusion, HelloConnect fosters a positive work environment. Your well-being is prioritized through comprehensive benefits and perks. Join us to shape the future of digital experiences and make a difference in the lives of our clients and their customers.

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