Customer Service Agent Level 2

3 days ago

Taguig, National Capital Region, Philippines Satellite Office Full time ₱300,000 - ₱600,000 per year

Role Description and Responsibilities

PelicanCorp's Customer Support Professionals are vital in providing out of the box and tailored deployments for our customers, using PelicanCorp's' xAccess hosted solutions.
This role interfaces closely with our customers' technical points of contact and work very closely with our software development and product management teams. You will be comfortable with switching gears quickly, and passionate about helping people. We pride ourselves on amazing customer service. In this role, you'd be the heart and soul of PelicanCorp. You will increase customer satisfaction and build loyalty by providing amazing, personal customer support. To win this role you will need an outgoing personality, with strong people skills and possess a "nothing is a problem" attitude

  • Be the Subject Matter Expert (SME) and take on Operational management of the suite and customers by providing level 2 Support primarily across our North America/Canada region, providing back-up support as required in other regions.
  • From development through to deployment, work on the end-to-end technical delivery of products and projects.
  • Ensure issues are handled or escalated in a timely manner.
  • Manage communications between customers and team members.
  • Ensure the systems run smoothly in all environments

Required Skills and Qualifications
General Candidate Requirements

  • Ability to quickly learn new systems to be able to investigate issues.
  • Ability to troubleshoot, isolate and fix complex technical issues of complex enterprise systems.
  • Previous experience in support and/or service delivery roles.
  • Strong documentation skills, including the ability to clearly explain complex, technical topics to non-technical audiences.
  • Ability to effectively communicate requirements from stakeholders, users and customers.
  • Strong technological leadership and knowledge sharing within your organization.
  • Understanding of databases and good experience in their operation - particularly with regards to data-related issue analysis and correction.
  • Exhibit product thinking; own the software end-to-end.

Required Experience

  • A degree qualification(s) in Computer Science, IT or a related discipline.
  • Minimum 3 years in a previous Customer Support role (supporting external clients and internal employees)
  • Minimum 3 years supporting Windows 10 & Windows Server environments
  • Minimum 3 years supporting business critical software applications

Desired Experience

  • Experience with Cloud Technology platforms (Azure, AWS)
  • Experience with Zendesk and the Atlassian suite (JIRA, Confluence)

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