Shared User Experience Expert

3 days ago

Mandaue City, Central Visayas, Philippines beBeeUser Full time ₱3,000,000 - ₱5,000,000
Job Title: Shared User Management Agent

The primary objective of this role is to deliver exceptional user management services while upholding high standards of customer support.

We are seeking an individual who can excel in a dynamic work environment and consistently provide timely resolutions to user management requests.

  • Process and manage user management/UMT worklist requests with unwavering attention to service level agreements (SLAs).
  • Deliver prompt updates to stakeholders regarding client-supported product account creation and maintenance.
  • Carefully follow instructions for creating/updating client-supported product accounts as specified in helpdesk briefs/communication plans.
  • Foster effective communication with sponsors via email, ensuring seamless resolution of issues related to client-supported products.
  • Maintain accurate data entry/update in the CRM system.
  • Perform database system performance reporting tasks.
  • Root cause analysis ticket owner for alerts and errors generated by supported products.
  • Ensure quality control activities for user management tasks completed by other helpdesk administrators.
  • Allocate sites for all client-supported product users in a timely manner.
  • Promptly escalate any issues related to user management or SLA compliance to the shared UM team lead.
  • Adhere to customer Data Privacy and Security Policy.

Required Skills and Qualifications:

  • Technical skills: proficient in Microsoft Office tools (Word, Excel, Outlook), computer and internet proficiency, call/contact center ticketing tools (Zendesk, Salesforce), and call/contact center call management tools (Avaya, 8x8).
  • Behavioral skills: positive personality, strong decision-making ability, creativity in problem-solving, organized, accurate, multi-tasking, excellent written and verbal communication, willingness to learn new skills.

Benefits:

  • Competitive compensation package.
  • HMO/medical and dental coverage.
  • Life insurance.
  • Non-taxable allowances.
  • Night differential.

About Our Work Environment:

We offer a fun, healthy, and encouraging work environment located in the premium district. We prioritize our employees' well-being and growth.

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