Senior Client Support Specialist

2 weeks ago

Imus, Calabarzon, Philippines beBeeSolution Full time ₱388,941 - ₱506,173
Job Role:

We are seeking a highly skilled and motivated User Management Agent to join our team. As a key member of our organization, you will be responsible for providing frontline user management and customer support.

The ideal candidate is a flexible problem-solver who can provide solutions confidently.

You will investigate issues when necessary, and be patient, empathetic, and communicative with others. Basic computer skills and the ability to stay focused in a busy work environment are required.

Key Responsibilities:
  • Process User Management/UMT worklist requests within Service Level Agreement (SLA)
  • Provide updates to stakeholders on client-supported product accounts
  • Follow strict instructions on account creation/maintenance as specified on Helpdesk Briefs/Communication Plans
  • Communicate with sponsors via email regarding issues and follow up on resolutions in a timely manner
  • Ensure accurate data entry/update in CRM system
  • Perform database system performance reporting tasks
  • Root Cause Analysis ticket owner for alerts and errors generated by supported products
  • Complete Quality Control activities for User Management tasks
  • Complete Site Allocation for client-supported product Users
  • Escalate promptly to Shared UM Team Lead any issues with completion of User Management or SLA compliance
  • Ensure compliance with customer Data Privacy and Security Policy
  • Perform other administrative tasks as required
Required Skills and Qualifications:
  • Good working knowledge of Microsoft Office tools
  • Computer and Internet literacy
  • Call/Contact Center ticketing tools (e.g., Zendesk, Salesforce)
  • Call/Contact Center call management tools (e.g., Avaya, 8x8)

To perform this job successfully, an individual must possess excellent communication skills, a positive attitude, and a willingness to learn new skills and grow with the company.

  • At least High School diploma or equivalent
  • User Management or Data Entry experience for at least 1 year
  • Previous experience in Shared Services Centers/Business Process Outsourcing and Customer Service
  • Excellent communication skills in English at all levels

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