User Support Representative

4 days ago

Taguig, National Capital Region, Philippines beBeeUser Full time ₱1,200,000 - ₱1,700,000
Job Title: Frontline User Support Specialist

As a key member of our team, you will be primarily responsible for providing frontline user management and customer support. This role requires an individual who is confident in their ability to provide solutions, investigate issues when necessary, and communicate effectively with others.

Our ideal candidate will have strong technical skills, including proficiency in Microsoft Office tools, computer literacy, and experience with call center ticketing tools like Zendesk or Salesforce.

Key Responsibilities:

  • Process user management worklist requests within strict service level agreements.
  • Provide regular updates to stakeholders on the creation and maintenance of client-supported product accounts.
  • Communicate with sponsors via email regarding issues with product account creation and maintenance, ensuring timely resolutions and accurate communication.
  • Ensure all data is entered or updated correctly in our CRM system.
  • Perform database performance reporting tasks and root cause analysis for alerts and errors generated by supported products.
  • Complete quality control activities for user management tasks completed by other helpdesk administrators.
  • Allocate sites for client-supported product users in a timely manner.
  • Escalate any issues related to user management or compliance with SLAs to the shared UM TL.
  • Maintain compliance with customer data privacy and security policies.

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