Frontline Support Specialist

1 week ago

Dasmariñas, Calabarzon, Philippines beBeeCustomerSupport Full time ₱300,000 - ₱450,000
Job Title: Shared User Management Agent

This is an exciting opportunity to work in a dynamic and fast-paced environment, providing frontline user management and customer support. As an End-User Helpdesk Agent, you will be responsible for efficiently supporting customers, being a flexible problem-solver, and confidently providing solutions.

Key Responsibilities:
  • Process User Management/UMT worklist requests within Service Level Agreements (SLAs)
  • Provide updates to sponsors, implementation managers, and other relevant teams on the creation/maintenance of client-supported product accounts
  • Follow strict instructions on the creation/update of client-supported product accounts as specified on helpdesk briefs/communication plans for each trial
  • Communicate with sponsors via email regarding issues on the creation/maintenance of supported products and follow up on resolutions in a timely fashion
  • Ensure that all data is entered/updated correctly in CRM systems
  • Perform database system performance reporting tasks
  • Root cause analysis ticket owner for alerts and errors generated by supported products
  • Complete quality control activities for User Management activities completed by other Helpdesk Administrators
  • Complete site allocation for all client-supported product users in a timely fashion
  • Escalate promptly to Shared UM Team Leads any issues with the completion of User Management or compliance with SLAs
Required Skills and Qualifications:
  • Good working knowledge of Microsoft Office tools (Word, Excel, Outlook, etc.)
  • Computer and Internet literacy
  • Call/contact center ticketing tools, i.e., Zendesk, Salesforce (or similar CRM platform)
  • Call/contact center call management tools, i.e., Avaya, 8x8 (or similar), is advantageous
  • Positive and enthusiastic personality and approach to work
  • Ability to take right decisions, strong sense of ownership and accountability
  • Ability to apply creativity to resolving problems
  • Organized, accurate, with ability to multi-task
  • Excellent written and verbal communication
  • Willingness to learn new skills and grow with the organization
  • At least high school diploma or equivalent
  • User Management or Data Entry experience for at least one year
  • Previous experience in Shared Services Centers/BPO and Customer Service is nice to have
Benefits:
  • Competitive compensation packages
  • HMO/Medical and dental coverage
  • Life insurance
  • Non-taxable allowances
  • Night differential
  • And much more
Work Environment:

We pride ourselves on a fun, healthy, and encouraging work environment located in a premium district.

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