Frontline User Support Specialist

21 hours ago

Lipa City, Calabarzon, Philippines beBeeHelpdesk Full time ₱29,344 - ₱37,408
End-User Helpdesk Agent Position Overview

This role involves providing frontline user management and customer support. The successful candidate will be a flexible problem-solver, confident in providing solutions, and able to communicate effectively with others.

The End-User Helpdesk Agent is responsible for managing user requests within Service Level Agreement (SLA) guidelines.

A key responsibility of this role is to provide updates to sponsors, implementation managers, and other relevant teams on the creation/maintenance of client-supported product accounts.

  • User Management/UMT Worklist Requests: Process worklist requests within SLA guidelines.
  • Client-Supported Product Accounts: Provide updates on the creation/maintenance of client-supported product accounts.
  • Helpdesk Briefs/Communication Plans: Follow strict instructions for creating/updating client-supported product accounts as specified on helpdesk briefs/communication plans for each trial.
  • Issue Communication: Communicate with sponsors via email regarding issues on creation/maintenance of supported products and follow up on resolutions in a timely fashion.
  • Data Entry/Update: Ensure accurate data entry/update in the CRM system.
  • Database System Performance Reporting: Perform database system performance reporting tasks.
  • Root Cause Analysis: Root Cause Analysis ticket owner for alerts/errors generated by various products supported.
  • QC Activities: Complete QC activities for user management tasks completed by other helpdesk administrators.
  • Site Allocation: Allocate sites for all client-supported product users in a timely fashion.
  • Issue Escalation: Evaluate promptly and escalate to Shared UM TL any issues with user management or compliance with SLA.
  • Customer Data Privacy and Security: Comply with customer data privacy and security policies.
Requirements

To succeed in this role, an individual must possess good working knowledge of Microsoft Office tools, computer skills, and internet savvy.

The ideal candidate will have a positive attitude, be organized, and able to multitask while maintaining excellent written and verbal communication skills.

Additionally, they should be willing to learn new skills and adapt to the company's environment.

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