Helpdesk Assistant

1 week ago


Manila, National Capital Region, Philippines Prime@Technology Specialist Inc. Full time

Basic Function: The Helpdesk Assistant provides customer service to answer customer requests for assistance either in person, by email/chat, or over the phone for technical support.

Main Job Duties and Responsibilities:

  1. Answers telephone and responds to basic customer questions using established methods provided in training. Forwards calls to appropriate personnel.

  2. Processes customer requests by sending faxes, returning telephone messages, sending mail documents, or using other related communication under direct supervision.

  3. Follows up with customers to ensure complete resolution of issues.

  4. Responds to customer inquiries to ensure customer needs are met.

  5. Prepares activity reports.

  6. Informs management of recurring problems.

  7. Works closely with Field Engineers and provides assistance on tasks that are outside the scope of their knowledge or expertise.

  8. Administers portal processes e.g.: Parts requisition, case report, case update.

  9. Helps with Helpdesk Ticketing administration.

Education and Experience:

  • Must have a Bachelor's Degree in any field.

  • At least one year of work experience.

  • Knowledge and experience of customer service practices.

  • Experience in customer service or a relevant role is an advantage.

  • Proficiency in MS Office with expertise in Microsoft Word, PowerPoint, Excel, and Outlook.

Other Information:

  • Location: BGC

  • Work Schedule: Monday to Friday: 8:30 am to 5:30 pm | Saturday: 8:30 am to 12:00 pm (once a month only)

  • Additional Offers/Benefits: SIL after one year of service, with annual increase.

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