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IT Service Delivery Specialist

2 months ago

Manila, National Capital Region, Philippines OutForce Inc. Full time

Role Overview

As IT SERVICE DELIVERY SPECIALIST, you will be responsible for providing Level 1 Client Support and assisting our clients with technical problems when using our products and services. You will resolve customer queries, recommend solutions, and guide product users through features and functionalities.

This role requires an enthusiastic, skilled problem solver with a broad technical mindset who can effectively listen and engage with customers technical issues resolving each problem within a timely manner. You will be given opportunities to learn new skills, work with different stakeholders and broaden your knowledge base.

You will help establish our reputation as a company that offers excellent customer service. This role will work in a collaborative environment alongside the Technology, Sales & Service Delivery team.

Responsibilities

Provide first line support communication to clients from query to resolution via phone, email & JIRA ticketing systemTroubleshoot and document reported issues to enable engineers to work on issues with easeTriage tickets to appropriate personal follow up as necessary to ensure tickets are resolvedMaintain an outstanding knowledge of our product and services, contribute to maintenance of the ipSCAPE help centreAssist in Project work and normal BAU activities as requiredCollaborate with engineers to help resolve issues within a timely manner.Ideal SkillsetIndustry certifications and a Bachelors (or above) in IT, Computer Science, or another relevant fieldPrevious experience working in a technical support role with a customer-first mindsetPositive, approachable, personable, and professional, with the ability to build relationships with staff, suppliers, and clients & the willingness to learn & developA creative technical mindset the ability to approach a problem creativelyExcellent communications skills; both written and verbalKeen eye for details with the ability to critically thinkEnthusiastic a fast learner with a proactive learning mindsetAbility to perform well under pressure - eg: during a service incidentDesirable SkillsContact Centre business knowledgeExperience in Atlassian software development tools (Confluence & JIRA)Technical Support experiencePerks & BenefitsTo work with one of Australia's Best Places to WorkPaid, on-the-job experience in a reputable companyA strong foundation in all aspects of quality engineering and emerging technologyGain industry-recognised Microsoft certifications, including specialisations in Cloud skills as part of the Azure Administrator Certification TrackTraining, mentoring and development opportunitiesCareer progression to explore various parts of our businessSocial and Fitness Wellbeing initiativesActive Internal Social club - monthly social eventsAn open, inclusive, and collaborative Work Culture where ideas are sharedEmployee Assistance ProgramAbout ipSCAPE

ipSCAPE is a cloud-based Software as a Service (SaaS) company with its head office in North Sydney and a large national presence servicing multiple government and enterprise clients across Australia. In addition, the company has expanded via international partners who distribute ipSCAPE software to clients in over 30 countries throughout Asia and Europe.

ipSCAPE offers multi-channel customer experience technology with feature-rich solutions and advanced integration capability with leading CRM and Business Intelligence applications. This functionality enables our clients to provide an exceptional customer experience in both sales and service environments and to generate strategic insights in customer management. The ipSCAPE platform also leverages AI-based technology and intelligent algorithms at the core of applications such as our Virtual Agent Voice and Predictive Dialler.