Customer Support Specialist

2 weeks ago


Pasig, National Capital Region, Philippines SMS Global Technologies Inc. Full time

Help Desk & IT Support (Information & Communication Technology)

JOB SUMMARY
Provides first/second level support related to the functionality and technical set up of the product.

DUTIES & RESPONSIBILITIES
● Ensure customer satisfaction by actively participating in the timely and quality resolution of issues as per agreed SLA's (may require travel to customer site, if necessary)
● Ensures proper recording of issues in the ticketing system from ticket creation up to resolution and closure
● Monitor ticket queues and properly escalate unresolved issues to appropriate internal teams and vendors (for issues under high and critical severity level)
● Directly coordinate with vendors and monitor resolution of critical issues to ensure that it is resolved within the agreed SLA
● Implements any necessary preventive measures to reduce customer faults and issues. Accomplish ICAR to document resolutions and update knowledge database in the ticketing system as needed
● Be actively involved with the operational delivery and UAT if required for new product and feature releases
● Assists in the evaluation of all customer support related processes and documentation for continuous improvement
● Conducts ticketing system orientation to new clients and refresher training to existing clients if there are changes in the workflow
● Reports weekly on the tasks done and the plan for the following week
● Performs other job-related duties and tasks as assigned

MINIMUM QUALIFICATIONS (EDUCATION & BACKGROUND)
● Graduate of a 4 or 5-year course (Bachelor's degree in ECE, IE, COE, IT, Computer Science or relevant field)

REQUIRED SKILLS
● Proficiency in the use of MS Office productivity tools (Word, Excel, Powerpoint, etc.)
● Written and oral communication skills
● Basic knowledge in the use of the Quality Management tools and systems
● Basic knowledge on the processes and operations of healthcare facilities (e.g. hospital, outpatient clinic, diagnostics center, etc.)

Your application will include the following questions:

What's your expected monthly basic salary?

Do you have customer service experience?

Telecommunications & Internet Service Providers

OUR VISION

We are the formidable one-stop technology integration and management provider.

OUR MISSION

We make technology integration and management fast and easy, and reliable to our stakeholders, while delivering value-engineered solutions

CORE VALUES

Versatility

Integrity

Commitment

#TomorrowsSolutionsToday

#TST

OUR VISION

We are the formidable one-stop technology integration and management provider.

OUR MISSION

We make technology integration and management fast and easy, and reliable to our stakeholders, while delivering value-engineered solutions

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