Technical Support Specialist

3 days ago

Caloocan City, National Capital Region, Philippines beBeeHelpdesk Full time ₱220,000 - ₱360,000

Job Description:

We are seeking a skilled support specialist to join our team as an End-User Helpdesk Agent.

This role involves providing frontline user management and customer support, ensuring that customers receive timely assistance and resolution to their inquiries.

The successful candidate will possess excellent communication skills, be flexible in resolving problems, and maintain a patient and empathetic demeanor when dealing with challenging situations.

The service operates 24 hours a day, 7 days a week, requiring the ability to stay focused in a busy work environment.

Key Responsibilities:

  • Process User Management/UMT worklist requests within a Service Level Agreement (SLA)
  • Provide updates to relevant teams on the creation/maintenance of client-supported product accounts
  • Follow strict instructions for creating/updating client-supported product accounts as specified in helpdesk briefs/communication plans
  • Communicate with sponsors via email regarding issues with creating/maintaining supported products and follow up on resolutions in a timely manner
  • 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
  • Assign sites to client-supported product users in a timely fashion
  • Promptly escalate any issues related to User Management or compliance with SLA to the Shared UM Team Lead
  • Maintain compliance with customer Data Privacy and Security Policy
  • Perform other administrative tasks as required

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