Job Description
Qualifications:
- Have from 0 to 4 years of prior relevant experience
- Willing to work on graveyard schedule, weekends and holidays (shifting schedules)
- Has good command of English language (oral and written)
- Has high level of concentration and commitment in problem solving
- Fast learner, able to follow and understand documentation and email threads
- Patient and can Independently deal with different range of customers
- Driven, determined and goal oriented
- Has a cheerful disposition and Exemplary Social Skills
- Willing to work onsite (BGC, Taguig City).
- Fresh graduates are welcome to apply.
Responsibilities:
- Receives and acknowledges inbound support tickets through email.
- Understands the problems and requests for necessary details according to template.
- Properly document reported client issues with replication steps.
- Provides clients with directions and assistance on “how to” support inquiries
- Troubleshoot and address basic client issues
- Provide customers answers to “why” and other product inquiries
- Follows and implements Support SLAs and Protocol
- Creates and/or tracks tickets until successfully resolved, following up on tickets that are left pending or without replies.
- Assures clients that their concerns are being addressed
- Escalates P1 issues to higher level support personnel.
- Hands over P2 and P3 issues to office hours support personnel.
- Interacts with a wide range of customers and technical issues
- Performs basic production monitoring activities
- Creates troubleshooting guides and knowledge base articles for common and new issues
- Configures support notification tools for personnel shift changes
- Prepares daily, weekly and monthly reports for Service Reviews.
Benefits:
- VL and SL upon hire
- Medical Insurance upon hire
- Performance Bonus
