Level 1 IT Support Staff

3 weeks ago

Metro Manila, Philippines Private Advertiser Full time

Purpose Statement

The Technical Escalation Support Staff is responsible for delivering specialised technical and functional services to customers and third-party products and applications. 

Main Accountabilities

Troubleshooting technical and high-end functional issuesManage and resolve escalated incidents within agreed time frames and processes to achieve client satisfactionAct as an advocate to ensure customers’ requirements and needs are represented within the customer's businessBuild and maintain close working relationships with third party customer suppliersInstallation and configuration of proprietary products to customers and colleaguesContribute in “to market” activities for new and existing products to ensure seamless and effective deploymentDelivery of services in new business implementation specifically deployment and configuration of software and any other associated tasksSpecial projects as required

Customer Management 

Ownership of client issues to satisfactory level for all partiesProvision of all services required pre, during and post customer installations, relevant to the positionTimely and accurate updates to incident management tools and business systems i.e. ServiceNowDelivering to agreed targets as defined by the Technical Services ManagerDelivering within agreed time frames and quality standards as defined in project criteriaLiaison with relevant key internal stakeholders to meet/manage all customer requirementsEscalation and prioritisation to Technical Services Manager where necessary

Business Success

Demonstration of commercial acumenPromoting the customer's proprietary range of products and servicesWorking as part of both a local and remote team

Administration

Ensuring all internal business systems data is an accurate representation of customer, project or product statusMonitoring and updating all issues relating to a customer or product in appropriate systemMaintains total confidentiality when handling commercially sensitive information and never divulges confidential information inappropriately in accordance with the company's Code of Business Conduct & Ethics

Knowledge, Skills, Experience, Training, Education

Minimum 1 years customer service experienceStrong technical knowledge with at least 1 years IT support experience is a plusStrong understanding of the customer's proprietary product suite, desiredExperience supporting or working on mid back office or accounting software.Experience/understanding of the customer's industry is a plusExperience working in a ‘fee for service’ environment

Context 

It is essential that all activities be performed in a professional and timely manner as contact with customers in an increasingly competitive environment is crucial in maintaining the company's competitive advantage, and the support provided to customers must be a key differentiator.

Key Measures 

Measures will be determined annually in accordance with the company's performance management process and may include the following objectives:

Customer problem resolution in a timely and efficient mannerInternal support and assistance to other internal client groups within the companyCustomer installations completed in timely manner whilst maintaining extremely high quality of work.Customer Satisfaction Survey results

Policies and Workplace Practices

All team members are required to acquaint themselves with the organisation’s policies and procedures and to abide by them at all times. It is expected that at all times, employees will:

be respectful towards the organisation, colleagues, clients and the general public.be cognizant with and uphold the objectives and philosophy of the company.act collaboratively with all colleagues.act in a safe and responsible manner at all times

 

Position available in Areas: Mandaluyong, Cebu, Davao and Iloilo

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