User Management and Customer Support Specialist

2 days ago

Calamba, Calabarzon, Philippines beBeeCustomerSupport Full time ₱1,500,000 - ₱2,000,000
Job Title

User Management and Customer Support Specialist

As a User Management and Customer Support Specialist, you will play a crucial role in providing frontline support to customers. Your primary responsibility will be to efficiently manage user requests and provide solutions to customer inquiries and complaints.

You will investigate complex issues and use your problem-solving skills to find effective resolutions. Your ability to communicate professionally and confidently with others is essential in this role. You must also have basic computer skills and the capacity to stay focused in a busy work environment.

  • Process user management worklist requests within service level agreements (SLA)
  • Provide regular updates to stakeholders on the creation and maintenance of client-supported product accounts
  • Follow strict guidelines for creating and updating client-supported product accounts as specified on communication plans
  • Communicate with sponsors via email regarding issues with creating and maintaining supported products and follow up on resolutions in a timely manner
  • Ensure accurate data entry and updating in the customer relationship management (CRM) system
  • Perform database system performance reporting tasks
  • Analyze root cause of alerts and errors generated by various products
  • Complete quality control activities for user management tasks performed by other helpdesk administrators
  • Allocate sites for all client-supported product users in a timely fashion
  • Escalate promptly to team leads any issues with completing user management tasks or compliance with SLA
  • Maintain adherence to customer data privacy and security policies

Key Skills and Qualifications:

To excel in this role, you must possess excellent communication skills and be able to take initiative. The following skills and qualifications are essential:

  • Proficiency in Microsoft Office tools (Word, Excel, Outlook, etc.)
  • Computer and internet literacy
  • Experience with call/contact center ticketing tools and CRM platforms
  • Ability to learn new skills and adapt to changing situations

Benefits:

We offer a comprehensive benefits package, including:

  • Competitive compensation packages
  • Health insurance coverage
  • Dental coverage
  • Life insurance
  • Non-taxable allowances
  • Night differential

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