User Support Consultant

2 days ago

General Santos, Soccsksargen, Philippines beBeeSupport Full time ₱859,159 - ₱1,061,796
Job Title: End User Support Specialist

This role involves providing frontline support and customer service to clients. The successful candidate will be responsible for processing user management worklist requests, updating sponsors on client-supported product accounts, and communicating with sponsors via email regarding issues with account creation or maintenance.

Key Responsibilities:
  • Process UM/UMT worklist requests within specified timeframes.
  • Provide regular updates to Sponsors and Implementation Managers on client-supported product account creation/maintenance.
  • Communicate with Sponsors via email regarding issues with client-supported product account creation/maintenance and follow up on resolutions in a timely manner.
  • Ensure accurate data entry/update in CRM systems.
  • Perform database performance reporting tasks.
  • Root Cause Analysis ticket owner for alerts/errors generated by supported products.
  • Complete QC activities for User Management tasks completed by other Helpdesk Administrators.
  • Allocate sites for client-supported product Users in a timely fashion.
  • Evaluate the completion of User Management tasks and compliance with SLA deadlines.
  • Maintain adherence to customer Data Privacy and Security Policy.
Required Skills and Qualifications:
  • Proficient in Microsoft Office tools (Word, Excel, Outlook).
  • Computer and Internet literacy.
  • Familiarity with Call/Contact Center ticketing tools (e.g., Zendesk, Salesforce) and call management tools (e.g., Avaya, 8x8).
  • Positive attitude and enthusiastic approach to work.
  • Strong decision-making skills and sense of ownership/accountability.
  • Creative problem-solving abilities.
  • Organizational, accurate, and able to multitask.
  • Excellent written and verbal communication skills.
  • Willingsness to learn new skills and grow with the company.
  • High School diploma or equivalent.
  • At least 1 year of experience in User Management or Data Entry.
  • Previous experience in SSC/BPO and Customer Service is advantageous.
Benefits:

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

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