Frontline User Management Specialist

1 day ago

Pasig, National Capital Region, Philippines beBeeCustomerSupport Full time ₱400,000 - ₱800,000
Frontline User Management and Customer Support Role

This role is primarily responsible for providing efficient frontline user management and customer support. As a key member of the team, you will be required to resolve customer issues with confidence and provide solutions efficiently.

Key Responsibilities:
  • Process user management worklist requests within specified service level agreements.
  • Provide timely updates to relevant teams on the creation/maintenance of client-supported product accounts.
  • Follow strict guidelines for creating/updating all client-supported product accounts as per helpdesk briefs/communication plans.
  • Communicate with sponsors via email regarding issues with creating/maintaining supported products and follow up on resolutions in a timely manner.
  • Ensure accurate data entry/update in CRM systems.
  • Perform database system performance reporting tasks.
  • Investigate root cause analysis ticket owners for alerts/errors generated by supported products.
  • Complete quality control activities for user management tasks completed by other helpdesk administrators.
  • Allocate sites promptly for client-supported product users.
  • Educate Shared UM Team Lead promptly about any issues with completing user management or compliance with SLAs.
  • Comply with customer data privacy/security policies.
Requirements:

For this role, an individual must possess excellent communication skills, both written and verbal. They must also have proficiency in Microsoft Office tools (Word, Excel, Outlook), computer/internet savvy, call/contact center ticketing tools (Zendesk/Salesforce), and good problem-solving skills.

Technical Skills:
  • Microsoft Office suite proficiency (Word, Excel, Outlook)
  • Good computer and internet skills
  • Call/contact center ticketing tools (Zendesk, Salesforce) experience
Behavioral Traits:
  • Positive personality and approach to work
  • Strong decision-making skills and sense of ownership/accountability
  • Ability to apply creativity to resolving problems
  • Organized, accurate, and multi-tasker
  • Excellent written and verbal communication skills
Benefits:

Join our rapidly growing organization in a fun, healthy, and encouraging work environment in a premium district location. Work with a collaborative and dynamic team that values employee growth and development.

Qualifications:
  • At least high school diploma or equivalent
  • User management/data entry experience for at least 1 year
  • Previous experience in shared services/customer service is preferred

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