User Support Specialist

22 hours ago

Taguig, National Capital Region, Philippines beBeeSupport Full time ₱900,000 - ₱1,200,000

Looking for a rewarding career in user management?

About the Role

We are seeking an experienced End-User Helpdesk Agent to join our team. In this role, you will be responsible for providing frontline user management and customer support to clients.

Key Responsibilities
  • Process User Management/UMT worklist requests within Service Level Agreements (SLAs)
  • Provide updates to sponsors, implementation managers, and other relevant teams on client-supported product accounts
  • Follow strict instructions for creating and updating client-supported product accounts as specified on helpdesk briefs/communication plans
  • Communicate with sponsors via email regarding issues with creating/maintaining supported products and follow up on resolutions in a timely fashion
  • Ensure accurate data entry/updates in CRM systems
  • Perform database system performance reporting tasks
  • Root cause analysis ticket owner for alerts/errors generated by supported products
  • Complete quality control activities for user management tasks completed by other helpdesk administrators
  • Complete site allocation for client-supported product users in a timely manner
  • Escalate promptly to shared UM TL any issues with completing user management or complying with SLAs
  • Ensure compliance with customer data privacy and security policies
Requirements

To succeed in this role, candidates must possess excellent communication skills, both written and verbal. A strong problem-solving approach, creativity, and organizational skills are also essential.

Technical Skills
  • Proficiency in Microsoft Office tools (Word, Excel, Outlook, etc.)
  • Computer and internet literacy
  • Familiarity with call/contact center ticketing tools (e.g., Zendesk, Salesforce) and call management tools (e.g., Avaya, 8x8)
Qualifications

Candidates should have at least a high school diploma or equivalent and prior experience in user management or data entry. Previous experience in SSC/BPO and customer service is desirable.

What We Offer
  • Competitive compensation packages
  • HMO/medical and dental coverage
  • Life insurance
  • Non-taxable allowances
  • Night differential

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