Support Agent

7 days ago

Dumaguete, Central Visayas, Philippines beBeeUserManagement Full time ₱2,400,000 - ₱3,200,000
Job Title:

User Management Representative

About the Role:

The User Management Representative plays a pivotal role in delivering frontline user management and customer support. This position requires flexibility, problem-solving skills, and confidence in providing solutions to customer inquiries and complaints.

Key Responsibilities:
  1. Process User Management/UMT worklist requests within Service Level Agreements (SLA).
  2. Provide updates to sponsors, implementation managers, and other relevant teams on the creation/maintenance of all client-supported product accounts.
  3. Follow strict instructions for the creation/update of client-supported product accounts as specified in helpdesk briefs/communication plans.
  4. Communicate with sponsors via email regarding issues on creation/maintenance of supported products and follow up on resolutions in a timely fashion.
  5. Ensure accurate data entry/update in the Customer Relationship Management (CRM) system.
  6. Perform database system performance reporting tasks.
  7. Root Cause Analysis ticket owner for alerts and errors generated by supported products.
  8. Complete Quality Control activities for User Management tasks completed by other Helpdesk Administrators.
  9. Complete Site Allocation for all client-supported product users in a timely fashion.
  10. Escalate promptly to Shared UM Team Lead any issues with User Management or compliance with SLA.
  11. Ensure compliance with customer Data Privacy and Security Policy.
  12. Perform other administrative tasks as required.
Requirements:
  • Good working knowledge of Microsoft Office tools (Word, Excel, Outlook).
  • Computer and internet literacy.
  • Call/contact center ticketing tools (Zendesk, Salesforce).
  • Call/contact center call management tools (Avaya, 8x8) is advantageous.
Benefits:
  • Competitive compensation packages.
  • HMO/medical and dental coverage.
  • Life insurance.
  • Non-taxable allowances.
  • Night differential.
Work Environment:

We take pride in our fun, healthy, and encouraging work environment in a premium district. We offer great benefits and a positive work culture.

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