Service Desk Professional

5 days ago

Manila, National Capital Region, Philippines Avaloq Full time

Avaloq Manila, National Capital Region, Philippines

Service Desk Professional

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Company Description
Founded and headquartered in Switzerland, Avaloq is continuously expanding its global footprint with around 2,500 colleagues in 12 countries, and more than 170 clients in 35 countries. We are an industry-leading provider of wealth management technology and services for financial institutions around the world, including private banks and wealth managers, investment managers, as well as retail and neo banks. Our research led approach and continual innovation is powered by the passion and creativity of our colleagues.

We are always looking for talented people to join us on our mission to orchestrate the financial ecosystem and democratize access to wealth management. Avaloq offers the opportunity to work closely with some of the world's leading financial institutions as we jointly develop and shape careers. Championing a collaborative, supportive and flexible work environment empowers our colleagues to reach their full potential.

Job Description
As a member of our Business SaaS Service Desk team, you are responsible for the end to end management of Avaloq clients. The team is the single point of contact for all clients asking for SaaS support, it manages the incoming calls, tickets and e-mails. All the issues are tracked through the ticketing tool and notified to clients.
The Service Desk also manages the service malfunction/interruption communications and supports the service-related report activities.

Your key tasks

  • First level Help Desk support: provide a single point of contact for both, internal and external Avaloq clients
  • Make an efficient initial assessment of customers' requests: either resolve or assign them to the 2nd level support accordingly
  • Record and track incidents and complaints keeping clients informed on their requests' status and progress
  • Manage clients requests' life-cycle including closure and verification
  • Produce and update statistics and reports to both, clients and Avaloq management

Qualifications

  • University degree in Computer Science/Engineering or similar
  • Fluent English both written and spoken is a must.
  • At least 1-2 years of work experience as Service Desk Agent or similar
  • Ability to work successfully both in a team and independently
  • Strong communication and negotiation skills and proven client and result orientation
  • Flexibility and availability to work on shifts (European time)

Additional Information
We realize that managing work life balance is a challenge we all face in our daily lives and in order to support with this we are pleased to offer hybrid and flexible working for most of our Avaloqers to maintain work life balance and still continue our fantastic Avaloq culture in our global offices.
In Avaloq we are proud to embrace diversity and understand the success of our business is built on the power of different opinions, we are wholeheartedly committed to fostering an equal opportunity environment and inclusive culture where you can be your true authentic self.
We hire, compensate and promote regardless of origin, age, gender identity, sexual orientation or any other fantastic traits that make us all unique, we have done our best to write this advert in an inclusive and neutral way.

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