End-User Support Specialist

1 day ago

Baguio City, Cordillera, Philippines beBeeCustomerSupport Full time ₱4,000 - ₱6,000
Job Title: End-User Support Specialist

In this pivotal role, you will serve as the first point of contact for customers, providing expert support and resolving issues efficiently. Your primary responsibilities will include managing user accounts, processing worklist requests, and maintaining accurate records within our CRM system.

You will be a key player in our team, working closely with other departments to ensure seamless communication and effective problem-solving. To excel in this position, you should possess excellent analytical skills, a strong attention to detail, and the ability to multitask in a fast-paced environment.

A successful candidate will have at least 1 year of experience in User Management or Data Entry, with a solid understanding of Microsoft Office tools and customer service principles. Proficiency in call/Contact Center ticketing tools, such as Zendesk or Salesforce, is also essential. We are seeking an individual who is proactive, organized, and able to adapt to changing priorities.

Key Responsibilities:
  • Process user management worklist requests within agreed-upon Service Level Agreements (SLAs).
  • Provide updates to relevant teams on the creation/maintenance of client-supported product accounts.
  • Communicate with sponsors via email regarding issues with account creation/maintenance.
  • Ensure accurate data entry/update in the CRM system.
  • Perform database system performance reporting tasks.
  • Root Cause Analysis ticket owner for alerts/errors generated by supported products.
  • Complete Quality Control activities for User Management tasks.
  • Escalate issues promptly to the Shared UM Team Lead.
Required Skills and Qualifications:
  • Excellent communication skills (both written and verbal) with the ability to communicate professionally and confidently at all levels.
  • Good working knowledge of Microsoft Office tools (Word, Excel, Outlook, etc.).
  • Computer and Internet-savvy with proficiency in call/Contact Center ticketing tools.
  • At least High School diploma or equivalent.
  • User Management or Data Entry experience for at least 1 year.
Benefits:
  • Competitive compensation packages.
  • HMO/Medical and dental coverage.
  • Life insurance.
  • Non-taxable allowances.
  • Night differential.

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