Customer Support Manager

Customer Support Manager - 34407

Location: Taguig

Posted 333 days ago

Permanent

JOB SUMMARY A Service Supervisor is generally assigned for the upkeep of the company's assets deployed in different areas across the country via on-site and remote implementations. This person must be analytical and sufficiently trained in every aspect of the job. He/she is expected to deliver concise reports and outputs.

ROLES AND RESPONSIBILITIES

• Remote and on-site asset technical support, updating and documentation.
• Hardware and software installation and configurations.
• Periodical on-site asset maintenance.
• Assists in research and development of IT hardware requirements.
• Monthly and concurrent processing of COP, COC, COI (Certificates of Performance, Completion, and Implementation).
• Oversee and manage the team.

Requirements

• At least a graduate of any Computer, IT and related courses.
• Experience in remote and on-site technical support, hardware and software installation and configurations.
• Must have at least 3 years of experience in the scope of work.
• Worked as an IT/Computer technician from a reputable company.
• Must have no derogatory records.
• With 7 years minimum of experience.
• With team management experience.
• Willing to work onsite in Ortigas office.
• Willing to do field work if needed.

Location: Makati, National Capital Region

Posted today

Job Description

OPENTEXT - THE INFORMATION COMPANY

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.

The Opportunity :

• Provide production monitoring of data, error analysis, and serve as the customer contact for questions on usage, functionality and problems encountered with OpenText products and services.

You Are Great At :

• Providing technical support, responding to case service levels, providing production support, effectively analyzing issues, providing issue resolution, and customer notification. Recreating customer issues & escalates to appropriate level.
• Working cross-functionally within the organization to deliver quality, satisfaction, and resolutions to the customers. Submitting ideas for knowledge base.
• Performing other duties and projects that may be periodically assigned and may require on-call and weekend rotation.

What it takes :

• Experience with Operating Systems (Unix/Linux and Windows).
• Experience with Database (SQL, Oracle).
• Experience with Active Directory.
• EDI knowledge preferred.
• Effective English communication skills and ability to deliver technical solutions to customers.

Additional Notes :

• Equal Opportunity Employer; vaccination policy for entry to office.

Location variants: Makati, Taguig, Mandaluyong, Antipolo, etc. (All postings indicate Posted today ).

Overview

Our Technical Support Representatives are vital members of our company. You will field customer inquiries and provide solutions that help create excellent customer experiences in a collaborative environment.

Responsibilities :

• Provide excellent customer service through active listening.
• Handle confidential customer information securely.
• Aim to resolve issues on the first call by being proactive.
• Communicate effectively with customers.

Qualifications :

• Filipino citizen or equivalent status.
• Proven oral and written English communication skills.
• Strong logic and problem-solving skills.
• Availability to work in various shifts.
• Skill in using Windows operating systems.
• Strong organization and prioritization skills.

Job Types : Full-time, Permanent

Salary : Php22,000.00 - Php24,000.00 per month

Benefits :

• Flextime
• Paid training
• Pay raise

Schedule :

• 8 hour shift
• Shift system

Supplemental Pay :

• 13th month salary
• Bonus pay
• Overtime pay
• Performance bonus
• Yearly bonus

COVID-19 considerations : Always