Frontline User Support Specialist

2 days ago

San Fernando, Central Luzon, Philippines beBeeSupport Full time ₱280,000 - ₱400,000
Job Overview

As a key member of our support team, you will play a vital role in delivering exceptional customer experiences. Your primary responsibility will be to provide frontline user management and technical support to our clients.

The ideal candidate will be able to efficiently handle customer inquiries, troubleshoot issues, and provide solutions with confidence. You will be patient, empathetic, and possess excellent communication skills.

Additionally, you will have basic computer skills, the ability to stay focused in a fast-paced environment, and be proficient in using Microsoft Office tools.

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  • Process User Management/UMT worklist requests within Service Level Agreements (SLAs).
  • Provide timely updates to relevant teams on client-supported product accounts.
  • Follow strict instructions for creating/updating client-supported product accounts as specified in Helpdesk Briefs/Communication Plans.
  • Communicate effectively with clients via email regarding issue resolution and ensure follow-up is conducted in a timely manner.
  • Ensure accurate data entry/update in our CRM system.
  • Perform database system performance reporting tasks.
  • Conduct Root Cause Analysis for alerts and errors generated by supported products.
  • Complete Quality Control (QC) activities for User Management tasks performed by other Helpdesk Administrators.
  • Allocate sites for client-supported product users promptly.
  • Educate clients on Data Privacy and Security Policies.
Required Skills and Qualifications
  • Proficiency in Microsoft Office tools (Word, Excel, Outlook).
  • Basic computer literacy and Internet-savviness.
  • Experience with call/contact center ticketing tools (e.g., Zendesk, Salesforce).
  • Familiarity with call/contact center call management tools (e.g., Avaya, 8x8) is advantageous.
  • Excellent written and verbal communication skills.
  • Positive attitude and enthusiasm towards work.
  • Ability to make informed decisions and take ownership of responsibilities.
  • Organizational skills, accuracy, and multitasking abilities.
  • Willingness to learn new skills and adapt to company growth.
Benefits
  • Competitive compensation packages.
  • Health and dental coverage.
  • Life insurance.
  • Non-taxable allowances.
  • Night differential.
  • Additional benefits available.

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