Chief Technical Service Representative

22 hours ago

Pasig, National Capital Region, Philippines beBeeSupport Full time ₱900,000 - ₱1,200,000
Job Description

We are seeking a highly skilled and experienced Support Analyst to oversee first and second line support across our studios, globally.

The successful candidate will be responsible for overseeing the delivery of IT support and service desk operations for our local office and ensuring our team is providing an efficient and effective service to our internal users.

This is an excellent opportunity for a Support Analyst with excellent communication and leadership skills, who is looking to make an impact within a fast-paced and dynamic environment. This role reports to the Head of Local Support and will involve working closely with colleagues in other offices to deliver a seamless service to our users.

Key Responsibilities:
  1. Act as front-line support for local and/or time zone-based employees.
  2. Serve as the main point of contact for customers via email, walk ups, and chat support.
  3. Respond promptly and professionally to customer inquiries and troubleshoot issues related to our products and services.
  4. Utilize relevant software and databases to effectively diagnose, track and resolve customer issues and address complaints.
  5. Maintain accurate records, including call logs and ticketing systems, to track customer interactions and issue resolution.
  6. Collaborate with other teams to identify and resolve technical issues.
  7. Stay up to date with industry trends and provide input on continuous improvement to the Helpdesk and customer service workflows.
  8. Identify and escalate issues requiring urgent attention to the appropriate parties.
  9. Ensure SLAs are met and that our internal users are provided with an exceptional user experience.

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