Frontline User Management Expert

3 days ago

Paranaque City, Calabarzon, Philippines beBeeCustomerSupport Full time ₱1,800,000 - ₱2,200,000
Job Title:

End-User Helpdesk Specialist

Description:

As a key member of our team, you will be responsible for delivering exceptional frontline user management and customer support. Your primary objective will be to provide timely assistance to customers, utilizing your problem-solving skills and confidence in resolving complex issues. You will maintain a patient and empathetic demeanor while interacting with others, ensuring effective communication at all levels.

Key Responsibilities:
  • Process User Management worklist requests within specified Service Level Agreements (SLA)
  • Provide 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 outlined in helpdesk briefs and communication plans
  • Communicate with sponsors via email regarding issues related to client-supported product account creation and maintenance, ensuring timely resolutions and accurate communication both verbally and in writing
  • Ensure accurate data entry and updating in the CRM system
  • Perform database system performance reporting tasks
  • Investigate and resolve root cause analysis tickets for alerts and errors generated by supported products
  • Complete quality control activities for User Management tasks performed by other Helpdesk Administrators
  • Assign site allocation for all client-supported product users in a timely manner
  • Escalate any issues related to User Management or SLA compliance to the Shared UM Team Lead promptly
  • Maintain adherence to customer data privacy and security policies
Required Skills and Qualifications:
  • Proficient working knowledge of Microsoft Office tools (Word, Excel, Outlook, etc.)
  • Computer and internet literacy
  • Call/contact center ticketing tool experience, i.e., Zendesk, Salesforce (or similar CRM platform)
  • Call/contact center call management tool experience, i.e., Avaya, 8x8 (or similar), is advantageous
  • Positive and enthusiastic approach to work
  • Ability to make informed decisions, strong sense of ownership and accountability
  • Creative problem-solving skills
  • Organized, accurate, and able to multitask
  • Excellent written and verbal communication
  • Willingness to learn new skills and grow with the company
  • High school diploma or equivalent
  • At least one year of experience in User Management or data entry
  • Previous experience in SSC/BPO and customer service is desirable
Benefits:
  • Competitive compensation packages
  • Health maintenance organization (HMO) and medical coverage
  • Life insurance
  • Non-taxable allowances
  • Night differential
  • Other attractive benefits
What We Offer:

Join a dynamic and rapidly growing organization, offering opportunities for professional growth and development in a fun and healthy work environment. Pursue an exciting career path and partner with global brands.

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