Tier III Product Expert

Afni, Inc.


Date: 18 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

Customer Support/Ops Coordinator I

RELX, Quezon City
20 hours ago
What Is Your RoleThis position has primary responsibilities for providing hands-on troubleshooting, feature explanation, and best practice guidance for our product. The work environment is focused on providing support to customers, partners and colleagues both in a fast-paced environment.A successful Customer Support Advocate operates efficiently in this climate, maintains composure, exhibits professionalism, understands our services, Team needs and delivers the...

Marketing Head - AVP North Edsa

HR TechX Corp., Quezon City
1 day ago
Job Title: AVP Marketing Head (Retail)Level: Executive (AVP)Location: Quezon CityJob Summary:The AVP Marketing Head will be responsible for leading the overall marketing strategy and execution. This role drives brand growth, market positioning, customer engagement, and revenue performance across business units. The Marketing Head will oversee brand management, communications, digital marketing, and promotional campaigns, ensuring that all initiatives are aligned with...

Contact Center Professionals

IBM, Quezon City
3 days ago
IntroductionAt IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and...