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Helpdesk Support

3 months ago

Manila, National Capital Region, Philippines LOTUSLABS, INC. Full time

Qualifications:

Have from 0 to 4 years of prior relevant experienceWilling to work on day shift, 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 solvingFast learner, able to follow and understand documentation and email threadsPatient and can Independently deal with different range of customersDriven, determined and goal orientedHas a cheerful disposition and Exemplary Social SkillsWilling 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 inquiriesTroubleshoot and address basic client issuesProvide customers answers to "why" and other product inquiriesFollows and implements Support SLAs and ProtocolCreates 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 addressedEscalates 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 issuesPerforms basic production monitoring activitiesCreates troubleshooting guides and knowledge base articles for common and new issuesConfigures support notification tools for personnel shift changesPrepares daily, weekly and monthly reports for Service Reviews.
Benefits:VL and SL upon hireMedical Insurance upon hirePerformance Bonus