Customer Support Specialist

4 weeks ago

Pasig, Philippines SMS Global Technologies, Inc. Full time

Responsibilities

  • Participate in resolving customer issues in a timely manner, ensuring alignment with service level agreements (SLAs).
  • Record and track issues in the ticketing system from creation through to resolution and closure.
  • Monitor open tickets, escalating unresolved issues to the appropriate teams or vendors, particularly those with high or critical severity levels.
  • Collaborate with vendors to ensure quick resolution of critical issues within SLAs.
  • Implement preventive measures to reduce recurring customer issues and enhance product reliability.
  • Support operational delivery and participate in User Acceptance Testing (UAT) for new product releases and updates.
  • Help improve customer support processes and documentation to ensure better service delivery.
  • Conduct training for new clients and offer refresher sessions for existing clients on how to use the ticketing system, particularly when there are updates or changes to workflows.
Qualifications
  • Bachelor\'s Degree in Electronics Engineering, Industrial Engineering, Computer Engineering, Information Technology, or Medical-related Degrees (Nursing, Medical Technology, etc.).
  • Proficiency in Google Workspace and/or MS Office
  • Strong communication and problem-solving skills
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