End-User Helpdesk Specialist

16 hours ago

Cavite City, Calabarzon, Philippines beBeeHelpdesk Full time ₱550,000 - ₱850,000

Job Title: Shared User Management Agent

We are seeking a highly skilled and motivated end-user helpdesk professional to assume key responsibilities in user management and customer support.

Key Responsibilities:

  • Process user management/UMT worklist requests within established service level agreements (SLAs)
  • Provide timely updates to sponsors, implementation managers, and other relevant teams on the creation/maintenance of client-supported product accounts
  • Communicate with sponsors via email regarding issues related to the creation/maintenance of supported products and follow up on resolutions in a timely fashion
  • Ensure accurate data entry/update in CRM systems
  • Perform database system performance reporting tasks
  • Conduct root cause analysis for alerts and errors generated by various products supported
  • Evaluate quality control activities for user management tasks completed by other helpdesk administrators
  • Escalate promptly to shared UM TL any issues with the completion of user management or compliance with SLA

Required Skills and Qualifications:

To perform this job successfully, an individual must possess the following skills and attributes:

Technical Skills:

  • Proficient knowledge of Microsoft Office tools (Word, Excel, Outlook, etc.)
  • Computer and internet savvy
  • Call/contact center ticketing tools, i.e., Zendesk, Salesforce (or similar CRM platforms)

Behavioral Attributes:

  • Positive and enthusiastic personality and approach to work
  • Ability to make informed decisions, strong sense of ownership and accountability
  • Capacity to apply creativity to resolving problems
  • Organized, accurate, with ability to multitask

Qualifications:

  • High school diploma or equivalent
  • User management or data entry experience for at least one year
  • Previous experience in SSC/BPO and customer service is preferred

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