Helpdesk Support

1 week ago

Manila, National Capital Region, Philippines RGP Philippines Full time

RGP is a global consulting firm helping some of the most recognized companies in the world work differently. Our success comes from a shared belief in rolling up our sleeves and doing the hard work of solving complex challenges, executing plans and implementing technology to help transform organizations.

Working as a consultant you will be connected to work that matters, putting your expertise to its best use while developing skills for the future. The result is a career defined by you, supported by RGP and built on tangible accomplishments.

As we continue to grow and deepen our impact on organizations around the world, we are looking for the right people to join us on our mission. If you are interested in being part of our team, there a few things you should know:

  • We are energized by challenges and the effort needed to solve them.
  • We like working with people who are positive, adaptable and growth-minded.
  • We care how work gets accomplished and are deeply invested in the success of our clients and our colleagues.

If this sounds like you, we invite you to read on and learn more.

THE RGP CONSULTING EXPERIENCE

RGP has a unique consulting model that provides opportunities for consultants to work in different ways. Most consultants work in a model where they have the flexibility and autonomy to choose projects aligning to their experience, skills and desired lifestyle. Other opportunities exist in team-based, strategy and solutions work. In all models, you will feel the full support of RGP to assist you in your work and guide you on your chosen path.

JOB SUMMARY

  • Effectively diagnose and troubleshoot issues, identify the root cause, and provide appropriate solutions. Escalate complex problems to higher level support teams when necessary, ensuring timely resolution.
  • Conduct thorough training sessions for new team members and provide ongoing coaching and support to enhance their skills and knowledge. Develop and maintain training materials and ensure consistent and effective training delivery across the team.
  • Monitor and evaluate the quality of support provided by the team, identifying areas for improvement and implementing appropriate measures.
  • Monitor real-time contact center performance, including service level adherence, queue management, and agent availability, to make necessary adjustments and ensure optimal customer experience.
  • Generate and analyze workforce management reports to identify trends, forecast staffing needs, and recommend appropriate scheduling adjustments to optimize resource utilization.

QUALIFICATIONS

Experience:

  • At least a University degree or equivalent in a finance-related field or equivalent
  • 1-3 years experience in the Accounts Payable or Procure-to-Pay function; fresh graduates may also be considered
  • Experience in the shared services center of a multinational corporation, desirable
  • Experience in SAP ERPs and Ariba tools, desirable

Key Competencies:

  • Strong team working and relationship-building skills
  • Excellent communication and interpersonal skills for daily operations and interfacing with internal and external customers
  • Ability to read, understand, verbally exchange information, and compose written material for business purposes in English
  • Ability to express ideas and information in an organized and logical manner
  • Ability to prioritize own workload
  • Ability to work and communicate with management on resolutions of issues or decision-making

OTHER DETAILS

  • Shift Schedule: Mid-shift (12PM-9PM)
  • Work Setup: 5 days onsite work
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