User Support Specialist

2 days ago

Cabuyao, Calabarzon, Philippines beBeeCustomerSupport Full time ₱1,800,000 - ₱2,500,000
Job Summary

This role involves delivering front-line user management and customer support.

  • You will be responsible for efficiently resolving customer inquiries and complaints within agreed service levels.
About the Role

In this position, you will provide key services including managing user worklists, maintaining client-supported product accounts, communicating with stakeholders, ensuring data accuracy in our CRM system, and performing database reporting tasks.

The ideal candidate will have strong computer skills, ability to stay focused in a busy environment, and excellent communication skills. They must be patient, empathetic, and able to communicate effectively with others.

Duties and Responsibilities:
  1. Process User Management/UMT worklist requests within Service Level Agreements (SLA).
  2. Update sponsors, implementation managers, and other relevant teams on creation/maintenance of supported product accounts.
  3. Communicate with sponsors via email regarding issues with account creation/maintenance and follow up on resolutions.
  4. Ensure accurate data entry/update in CRM system.
  5. Perform database system performance reporting tasks.
  6. Root Cause Analysis ticket owner for alerts and errors generated by supported products.
  7. Complete Quality Control activities for User Management tasks completed by Helpdesk Administrators.
  8. Complete Site Allocation for all client-supported product users in a timely manner.
  9. Escalate promptly to Shared UM Team Leads any issues with User Management or compliance with SLA.
Requirements

To succeed in this role, you will need:

  • A High School diploma or equivalent.
  • At least 1 year of experience in User Management or Data Entry.
  • Prior experience in Shared Services Centers (SSC)/Business Process Outsourcing (BPO) and Customer Service is an advantage.
  • Excellent written and verbal communication skills with the ability to communicate professionally and confidently at all levels.

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