Support Operations Expert

2 weeks ago

Makati City, National Capital Region, Philippines beBeeTechnical Full time ₱600,000 - ₱1,000,000
Job Overview

Production Support Specialist

Provide technical support to customers via phone and/or electronic format for various products and services.

Responsibilities
  • Diagnose and solve customer-reported problems ranging from simple to complex issues on functionality, usage and troubleshooting within established guidelines.
  • Effectively communicate technical solutions to customers who may or may not be tech-savvy and professionally handle high volumes of inquiries.
  • Deliver solutions within set goals for Response Times, Resolution Times, Customer Satisfaction and First Contact Resolution.
  • Display end-to-end case ownership from report to resolution.
  • Collaborate with internal teams when necessary to satisfy customer needs.
  • Adhere to business processes set by leadership.
  • Coordinate service requests, for issues outside scope, with other teams until closure.
  • Perform related work and special projects as required.
  • Mentor and train associate-level Technical Support Specialists.
  • Identify product defects or enhancements and work with the Advanced Resolution group for resolution.
  • Maintain understanding of all Fax2Mail & MessageReach products and services; continually strive to improve.
  • Handle escalations in the absence of the supervisor/manager or as required.
Requirements
  • College/university graduates with a technical degree preferred; for graduates of non-IT related courses, strong technical aptitude is required.
  • Minimum 2 years related experience.
  • Demonstrated problem-solving, analytical and organizational skills.
  • Detailed understanding of IT Internet Protocols and communication concepts.
  • Ability to work night shift or shift rotations when necessary.
  • Good customer orientation and ability to work under pressure.
  • Strong deductive reasoning and initiative to solve problems and determine appropriate solutions.

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