Help Desk Specialist

3 hours ago

Taguig, National Capital Region, Philippines beBeeSupport Full time ₱12,000 - ₱18,000

Job Title: Help Desk Specialist

We are seeking an experienced and skilled help desk specialist to join our team. The ideal candidate will have a strong background in customer solutions, preferably in tech or healthcare.

About the Role:

  • Act as the first point of contact for customer queries via chat, email, and phone
  • Resolve support tickets from initiation to resolution
  • Escalate issues to subject matter experts when needed
  • Update support content (FAQs, user guides) based on recurring issues and product updates
  • Audit and review AI Bot responses to ensure iterative improvements in the support function

Ticket Management:

  • Log, track, and resolve customer tickets promptly
  • Follow through on each ticket until the issue is fully resolved

Problem Solving:

  • Diagnose and fix issues, ensuring seamless hand-offs for complex cases
  • Implement changes based on customer feedback
  • Revised and update support materials to reflect current processes and solutions
  • Work with technical teams to manage escalations and ensure effective resolution

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