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Technical Support Professional

1 week ago

Manila, National Capital Region, Philippines Kuehne + Nagel AS Full time

You will be responsible for delivering high-quality technical support to our customers and partners across various channels. This is a dynamic role that requires providing technical assistance, troubleshooting, and resolving customer problems in a timely and effective manner.

Your Key Responsibilities
  • Field incoming help requests from end users via phone, email, and ticketing systems in a professional and courteous manner.
  • Resolve problems in response to customer/system reported incidents via trouble tickets, ensuring minimal downtime and optimal system performance.
  • Analyze and troubleshoot complex technical issues, applying problem-solving skills and knowledge of M365 and Active Directory technologies.
  • Configure and set up requests together with customers, ensuring seamless integration and optimal functionality.
  • Prepare detailed error diagnostics and problem descriptions for escalation and handover, facilitating efficient issue resolution.
  • Improve customer service quality results by studying, evaluating, and redesigning processes, establishing and communicating service metrics, monitoring and analyzing results, and implementing changes as needed.
  • Perform other one-time tasks assigned by your manager.
Your Skills and Qualifications
  • Demonstrate an investigative nature, able to discover the root cause of customer, partner, or stakeholder issues.
  • Skilled with M365 and Active Directory technologies, including Office, Teams, OneDrive, Intune, and Active Roles.
  • Able to work under pressure with tight deadlines, prioritizing tasks efficiently and effectively managing multiple assignments.
  • Excellent communication and presentation skills, with ability to interact with diverse cultures, clients, and stakeholders.
  • Good English language skills, both written and spoken, with optional proficiency in Spanish, German, or French.
  • A minimum of 2-3 years of technical support experience, preferably in logistics or transport business.
  • Ability to work in a hybrid environment, with flexibility to adapt to shifting schedules and demands.