Tier III Product Expert

Afni, Inc.


Date: 3 weeks 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

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