Senior User Service Technician

7 days ago

Dumaguete, Central Visayas, Philippines beBeeSupport Full time ₱1,950,000 - ₱2,450,000
End-User Support Specialist

We are seeking a skilled and enthusiastic professional to join our team as an End-User Support Specialist. As a key member of the support team, you will be responsible for providing frontline user management and customer support. You will efficiently provide support to customers, solve problems, and communicate effectively with others.

Key Responsibilities:
  • User Management Worklist Requests: Process user management worklist requests within the agreed service level agreement (SLA)
  • Product Account Updates: Provide updates on the creation and maintenance of client-supported product accounts
  • Sponsor Communication: Communicate with sponsors regarding issues on product creation and maintenance
  • Data Entry and CRM System: Ensure accurate data entry and update in the CRM system
  • Database Performance Reporting: Perform database system performance reporting tasks
  • Error Resolution: Root cause analysis ticket owner for alerts and errors generated by supported products
  • Quality Control: Complete quality control activities for user management tasks
  • Issue Escalation: Escalate issues promptly to Shared UM Team Lead
  • Compliance: Ensure compliance with customer data privacy and security policy

To succeed in this role, you must possess excellent communication skills, be organized, and able to multi-task. You should also have a positive attitude, strong sense of ownership, and accountability. Additionally, you should be willing to learn new skills and grow with the company.

Technical Skills:
  • Good working knowledge of Microsoft Office tools
  • Computer and internet-savvy
  • Call/Contact Center ticketing tools and call management tools
Qualifications:
  • At least High School diploma or equivalent
  • User management or data entry experience for at least 1 year
  • Previous experience in SSC/BPO and customer service is advantageous

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