L1 End User Support Tester

2 hours ago

Manila, National Capital Region, Philippines FPT Software Full time ₱800,000 - ₱1,200,000 per year

Job Summary

We are seeking a skilled and motivated L1 End User Support Tester - Case Handler to join our team. The primary responsibility of this role is to manage end user support cases from initiation through resolution. The ideal candidate will have a strong background in customer service, excellent communication skills, and the ability to effectively prioritize and manage multiple cases simultaneously.

Job Responsibilities

  • Act as the primary point of contact for end users, handling inquiries and support requests via email, or ticketing system.
  • Log and track support cases, ensuring accurate documentation of all interactions and resolutions.
  • Assess the severity and urgency of each case, prioritizing accordingly to meet service level agreements (SLAs).
  • Investigate and troubleshoot technical issues reported by end users, providing timely and effective resolutions or escalating to appropriate teams as needed.
  • Collaborate with internal teams, including technical support specialists and engineers, to resolve complex cases and ensure timely resolution.
  • Provide regular updates to end users regarding the status of their cases, keeping them informed throughout the resolution process.
  • Identify trends or recurring issues and work proactively to address root causes, implementing preventive measures to improve overall service quality.
  • Train / Organize user training remotely and/or face to face.
  • Update knowledge-based articles and technical related documents.
  • Perform manual, regression and UAT testing.
  • Ensure compliance with company policies and procedures, as well as industry regulations, in handling and resolving support cases.

Job Qualifications

Must Have Skills:

  • Bachelor's degree in Information Technology, Business Management, or related field.
  • Proven experience in a customer support or technical support role preferably in help desk environment.
  • Preferably with a background or knowledge of
    business/finance/e-commerce systems
    .
  • Knowledgeable with
    UAT and Sanity Testing
    specifically for e-commerce/business systems
  • Knowledge of business systems/applications, including mobile, software and its interface.
  • Experience with ticketing systems and support tools, such as ServiceNow, Freshdesk, or Jira, preferred.
  • Excellent communication skills, both verbal and written, with the ability to effectively communicate technical information to non-technical users.
  • Strong problem-solving and troubleshooting abilities, with a focus on delivering timely and effective solutions.
  • Ability to work independently and collaboratively in a fast-paced environment, managing multiple priorities and deadlines effectively.
  • Should have strong analytical skills with the ability to identify problems, investigate relevant facts, and find logical solutions.

Good to Have Skills:

  • System Implementation experience
  • System Testing
  • Training new user
  • Knowledge or experience in MS Office Applications.
  • Data Analysis

Work Arrangement

Work Set-up:
Onsite

Work Schedule:
Shifting Schedule

Work Locations:
Manila (Makati City)

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