Co-working Space: Full On-site work (exact location to be confirmed, potential locations include Alabang, Ortigas, Mandaluyong, Makati, BGC, Quezon City, Pasay, Clark, and Cebu), 8:00 AM 5:00 PM AEST.

Role Overview
The Technical Support Specialist (Tier 1 & Tier 2) provides end-to-end technical support for CareVisions’ internal and external users. This role handles first-line support requests while also resolving more complex technical issues requiring deeper troubleshooting. The Specialist works closely with the Technical Support Lead, follows established processes, and ensures high-quality support aligned with Australian work culture and service standards.

Key Role Deliverables

• Provide multi-channel technical support across email, phone, live chat, and support desk.

• Act as the first point of contact for incoming support requests.

• Troubleshoot and resolve basic to advanced technical issues.

• Escalate critical or unresolved issues to the Technical Support Lead with full documentation.

• Perform deeper technical investigations using PHP debugging and browser DevTools when required.

• Accurately log, categorize, prioritize, and update tickets in the support system.

• Maintain SLA compliance and service quality targets.

• Communicate clearly and professionally with users and Australian stakeholders.

• Identify recurring issues and contribute to process, workflow, and documentation improvements.

• Assist in creating and maintaining knowledge base articles and SOPs.

• Support onboarding and knowledge-sharing within the support team.

• Participate in system testing, validation, and issue reproduction as needed.

• Provide regular updates and reports as requested by the Technical Support Lead.