Global Technical Support Analyst

16 hours ago


Pulong Santa Cruz, Calabarzon, Philippines beBeeTechnical Full time ₱65,000 - ₱85,000
Job Overview

The role involves interacting with remote analysts to understand IT issues, troubleshoot and resolve problems involving multiple systems.

Key Responsibilities:
  • Engage with global remote work-at-home analysts via phone, email or instant messaging to identify and resolve technical issues.
  • Log tickets for each interaction with detailed documentation of actions taken in real-time.
  • Achieve a customer satisfaction rating of 98% based on user feedback.
  • Maintain a service level objective of 90% across all tickets regardless of severity, with a maximum reopen rate of 10%.
  • Closure information includes root cause analysis and relevance to other incidents.
  • Prepare and submit shift reports for unresolved tickets.
  • Analyze ticket trends to identify recurring incidents and lead efforts to determine root causes, mitigation strategies and ensure deployment globally.
  • Ensure the knowledge base remains current.

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