Expert User Management Specialist

2 days ago

Calamba, Calabarzon, Philippines beBeeSupport Full time ₱2,500,000 - ₱4,000,000
Customer Support Representative

We are seeking a skilled Customer Support Representative to join our team. As an End-User Helpdesk Agent, you will provide frontline user management and customer support to clients.

Key Responsibilities:
  • Process User Management/UMT worklist requests within Service Level Agreements (SLA).
  • Update Sponsors, Implementation Managers, and other relevant teams on the creation/maintenance of client-supported product accounts.
  • Follow instructions for creating/updating all client-supported product accounts as specified in Helpdesk Briefs/Communication Plans.
  • Communicate with Sponsors via email regarding issues with supported products and follow up on resolutions in a timely manner.
  • Ensure data accuracy in the 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 performed by other Helpdesk Administrators.
  • Complete Site Allocation for client-supported product users in a timely fashion.
  • Escalate issues to Shared UM Team Leads promptly when completing User Management or compliance with SLA is affected.
  • Maintain Data Privacy and Security Policy compliance.
Required Skills and Qualifications:
  • At least a High School diploma or equivalent.
  • User Management or Data Entry experience for at least 1 year.
  • Previous experience in Shared Services Centres/Business Process Outsourcing (BPO) and Customer Service is beneficial.
  • Excellent written and verbal communication skills in English at all levels.
Benefits Package:
  • Competitive compensation package.
  • Healthcare and dental coverage.
  • Life insurance.
  • Non-taxable allowances.
  • Night differential.

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