Customer Support Specialist

1 week ago

Pagadian, Zamboanga Peninsula, Philippines beBeeUser Full time ₱9,000 - ₱10,900
Job Description

As a frontline user management and customer support specialist, you will efficiently provide solutions to customers, be confident in your decision-making, and possess strong problem-solving skills.

Key Responsibilities:
  • Process user management/UMT worklist requests within service level agreements (SLA)
  • Provide updates on the creation/maintenance of client-supported product accounts to sponsors and other relevant teams
  • Follow strict instructions for creating/updating client-supported product accounts as specified on helpdesk briefs/communication plans
  • Communicate with sponsors via email regarding issues with supported products and follow up on resolutions in a timely fashion
  • Ensure accurate data entry/update in the CRM system
  • Perform database system performance reporting tasks
  • Conduct root cause analysis for alerts and errors generated by supported products
  • Complete quality control activities for user management tasks completed by other helpdesk administrators
  • Complete site allocation for all client-supported product users in a timely fashion
  • Escalate promptly to shared UM TL any issues with user management or SLA compliance
  • Ensure compliance with customer data privacy and security policies
  • Perform other administrative tasks as required
Required Skills & Qualifications
  • Good working knowledge of Microsoft Office tools (Word, Excel, Outlook)
  • Computer and internet literacy
  • Experience with call/contact center ticketing tools (Zendesk, Salesforce) and call management tools (Avaya, 8x8)
Qualifications
  • High school diploma or equivalent
  • At least 1 year of experience in user management or data entry
  • Previous experience in shared services centers/business process outsourcing and customer service is desirable
  • Excellent communication skills (written and verbal) in English at all levels

This role offers the opportunity to partner with global brands and pursue an exciting career with a rapidly growing BPO leader in a fun, healthy, and encouraging work environment.

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