Tier III Product Expert

Afni, Inc.


Date: 20 hours ago
City: Quezon City
Contract type: Full time
Description

Duties and Responsibilities

Subject Matter Expertise:

  • Serve as the expert for all workflows, tools, and operational practices within the assigned Line of Business.
  • Maintain a deep understanding of product and process knowledge to provide guidance and support to internal teams.

Cross-functional Collaboration:

  • Work directly with onshore teams to align on process changes, updates, and improvements.
  • Serve as the communication bridge between support teams and business units to ensure process integrity and compliance.

Process Improvement & Data Analysis:

  • Analyze operational data and support metrics to identify trends, inefficiencies, and opportunities for improvement.
  • Develop and propose enhancements to tools, workflows, and procedures that improve overall support performance and member satisfaction.

Training & Enablement:

  • Support the onboarding and continuous training of agents by delivering subject-matter expertise and process clarity.
  • Act as a knowledge resource for escalated or complex issues requiring LOB-specific insight.

Point of Escalation:

  • Provide Tier 3 escalation support across proprietary and retail software systems (Windows, Mac, Android, iOS).
  • Troubleshoot mobile/desktop applications, system integrations, and software configurations.
  • Manage end-user accounts across Microsoft 365 (Exchange, O365, spam filters).
  • Report bugs and anomalies to internal engineering with supporting documentation.
  • Track and resolve root causes using diagnostic tools and replication techniques.
  • Act as an escalation point helping to manage, triage and handle international Master Franchise support requests from in-country support partners.

Process Documentation:

  • Create and maintain internal knowledge bases and Tier 1-3 troubleshooting guides.
  • Collaborate across cross-functional teams including Engineering, Product, and Tier 1/2 Support.
  • Communicate clearly with both technical and non-technical stakeholders.
  • Escalate trends, bugs, or systemic issues to leadership for proactive remediation.

Requirements

Minimum Requirements:

  • At least 2 years in college (IT-related course)
  • 24 months CCE (T2, T3, SME) experience
  • Excellent written/verbal communication skills
  • Exceptional customer service skills
  • High aptitude in problem solving & execution of solutions*Strong Technical Knowledge/ Troubleshooting skills
  • Skilled in managing data analysis tools (Excel, SQL), ticketing platforms (Zendesk, Jira), and documentation tools
  • Hands-on experience with Zendesk, Jira, Confluence, and Microsoft 365.
  • Able to create SOPs, process flows, and a knowledge base
  • Good stakeholder and cross-border team management
  • Amenable to work on-site/shifting schedule

How to apply

To apply for this job you need to authorize on our website. If you don't have an account yet, please register.

Post a resume

Similar jobs

Product Design Assistant

TalentPop App, Quezon City
1 day ago
Bring Your Design Eye to Life as a Product Design Assistant at TalentPop AppAre you passionate about designing seamless user experiences and visually compelling digital interfaces? At TalentPop App, we’re looking for a Product Design Assistant who’s ready to support the development of sleek, user-centered designs that drive growth and delight our users. This is your opportunity to sharpen your...

Specialist I, Governance, Risk and Compliance

Concentrix Limited Company, Quezon City
1 day ago
Apply NowJob TitleSpecialist I, Governance, Risk and ComplianceJob DescriptionThis role will be focused on governance, risk and compliance of assigned client/customer contact centers. Participate in establishing a program to deter, detect and mitigate risks, including establishing capability to monitor and audit information, evaluate personnel security information, establish employee awareness, driving assurance test and supporting internal and external audits. Consult with...

Jr. Product Engineer

Concentrix Limited Company, Quezon City
2 days ago
Apply NowJob TitleJr. Product EngineerOverviewJob DescriptionThe Functional Consultant is responsible for the successful Zendesk Implementation and configuration of Zendesk solutions. This individual will work closely with clients to understand their business needs and translate them into effective Zendesk configurations.Client Engagement - Collaborate with clients to identify their needs and translate them into functional solutions that drive value and efficiency.Solution Design...