End-User Helpdesk Representative

24 hours ago

Antipolo City, Calabarzon, Philippines beBeeSupport Full time ₱334,364 - ₱459,956
Job Title

Customer Support Specialist

Description

The primary responsibility of this role is to provide frontline user management and customer support. The ideal candidate will be efficient in providing solutions, a flexible problem-solver, and confident in communicating with others.

The job requires investigating when necessary to resolve customer inquiries and complaints while being patient, empathetic, and very communicative. Additionally, the End-User Helpdesk agent must have at least basic computer skills and the capacity to stay focused in a busy work environment.

The service runs 24/7, requiring the ability to work flexible hours and be available on short notice.

Key Responsibilities
  1. Process User Management worklist requests within Service Level Agreement (SLA)
  2. Provide updates to relevant teams on the creation/maintenance of client-supported product accounts
  3. Follow strict instructions on the creation/update of client-supported product accounts as specified on Helpdesk Briefs/Communication Plans for each trial
  4. Communicate with sponsors via email regarding issues on the creation/maintenance of supported products and follow up on resolutions in a timely fashion
  5. Ensure accurate data entry/updating in the CRM system
  6. Perform database system performance reporting tasks
  7. Root Cause Analysis ticket owner for alerts and errors generated by supported products
  8. Complete QC activities for User Management activities completed by other Helpdesk Administrators
  9. Complete Site Allocation for all client-supported product Users in a timely fashion
  10. Educate clients on Data Privacy and Security Policy requirements
Required Skills and Qualifications
  • Good working knowledge of Microsoft Office tools
  • Computer and Internet-savvy
  • Call/Contact Center ticketing tools, i.e., Zendesk, Salesforce
  • Excellent written and verbal communication
  • Ability to take ownership and accountability for tasks assigned
Benefits
  • Competitive compensation package
  • Medical and dental coverage
  • Life insurance
  • Night differential
  • Non-taxable allowances

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