Qualifications:
- High school diploma or GED
- Minimum 1 year experience in a phone based client service position required, preferably in a help desk or technical support role Technical Knowledge
- Minimum 1 year of experience with Windows platform and web based applications required. Other * Basic knowledge of Excel, Word, and Outlook required.
- Ability to work early morning and night hours may be required
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Responsibilities:
- Provide a consolidated point of contact as well as basic troubleshooting for platform (e.g., ACD, VACD, etc) issues while ensuring adherence to corporate and departmental policies and procedures.
- Respond to telephone inquiries from client and provide basic troubleshooting for assigned platforms, escalating issues to appropriate internal resource as needed.
- Create and thoroughly document any trouble issues that are received.
- Utilize appropriate monitoring tools for troubleshooting and reporting on assigned platforms.
- Guide client through steps to resolve issue if within scope and ability to resolve or correct problem (e.g., password resets, access level change, etc) informing client when work is complete.* Ensure that trouble tickets are tracked throughout the lifecycle, closing tickets as necessary.
- Update appropriate department staff with status as issues or escalations are resolved.
- Document problems and update troubleshooting documentation.
- Conduct research and compile data for report preparation
- Prepare and distribute reports (e.g., application performance, application errors, trouble tickets, etc.), as requested by supervisor
- Maintain departmental databases as assigned, ensuring records are continually kept up-to-date
- Assist departmental staff with additional projects
Job Type: Permanent
Salary: Php25,000.00 - Php28,000.00 per month
Schedule:
- Early shift
- Night shift
Ability to commute/relocate:
- Makati City: Reliably commute or planning to relocate before starting work (Required)
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