User Management Support Specialist

1 week ago

Biñan, Calabarzon, Philippines beBeeSupport Full time ₱2,500,000 - ₱3,500,000
Job Overview

As a User Management Shared Agent, you will provide frontline user management and customer support. You will be the primary point of contact for customers, providing solutions to their inquiries and complaints in a timely and professional manner.

Key Responsibilities:

  • Process user management worklist requests within service level agreements (SLA).
  • 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.
  • Ensure that all data is entered/updated correctly in the Customer Relationship Management (CRM) system.
  • Perform database system performance reporting tasks.
  • Root Cause Analysis ticket owner for alerts and errors generated by the various products supported.
  • Complete Quality Control (QC) 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 SLA.
  • Ensure compliance with customer data privacy and security policy.
  • Perform other administrative tasks as required.

Requirements:

  • At least high school diploma or equivalent.
  • Minimum 1 year experience in user management or data entry.
  • Previous experience in shared services center/business process outsourcing (SSC/BPO) and customer service is an advantage.
  • Excellent communication skills (both written and oral), with the ability to communicate professionally and confidently in English at all levels.

Working Environment:

We value a fun, healthy, and encouraging work environment in a premium district. We also offer competitive compensation packages, HMO/medical and dental coverage, life insurance, non-taxable allowances, night differential, and more.

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