Frontline User Support Specialist

2 days ago

San Juan, National Capital Region, Philippines beBeeHelpdesk Full time ₱40,000 - ₱60,000
Job Description

An End-User Helpdesk Agent will be responsible for providing frontline user management and customer support.

This role involves efficiently providing support to customers, being a flexible problem-solver, and confidently providing solutions. The agent must investigate if there is insufficient information to resolve customer inquiries and complaints, while being patient, empathetic, and communicative with others.

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 operates 24/7.

  • Process User Management/UMT worklist requests within Service Level Agreements.
  • Provide updates to Sponsors, Implementation Managers, and other relevant teams on the creation/maintenance of all client-supported product accounts.
  • Follow strict instructions on the creation/update of all client-supported product accounts as specified on Helpdesk Briefs/Communication Plans for each trial.
  • Communicate with Sponsors via email regarding issues on the creation/maintenance of all supported products and follow up on resolutions in a timely fashion, ensuring accurate communication both verbally and in writing.
  • Ensure that all data is entered/updated correctly in the Customer Relationship Management system.
  • Perform database system performance reporting tasks.
  • Act as the Root Cause Analysis ticket owner for alerts and errors generated by the various products supported.
  • Complete Quality Control activities for User Management activities completed by other Helpdesk Administrators.
  • Complete Site Allocation for all client-supported product Users in a timely fashion.
  • Escalate promptly to Shared UM Team Lead any issues with the completion of User Management or compliance with Service Level Agreements.
  • Ensure compliance with customer Data Privacy and Security Policy.
  • Perform other administrative tasks as required.
Required Skills and Qualifications

To perform this job successfully, an individual must possess the following skills and qualifications:

  • Good working knowledge of Microsoft Office tools (Word, Excel, Outlook, etc.).
  • Computer and Internet-savviness.
  • Call/Contact Center ticketing tools, i.e., Zendesk, Salesforce (or similar CRM platform).
  • Call/Contact Center call management tools, i.e., Avaya, 8x8 (or similar), is advantageous.
Benefits
  • Competitive compensation packages.
  • HMO/Medical and dental coverage.
  • Life insurance.
  • Non-taxable allowances.
  • Night differential.
  • And many more benefits.

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