Technical Support Associate
2 weeks ago
Job Title
Technical Support Associate
Job Specification
· Handle and resolve both Tier 1 and Tier 2 level type of tasks and incidents.
· Be a point person for escalations and identify severity of issue.
· Works closely with Team Supervisor to ensure SLA targets are met. This includes actions required to maintain or improve service levels.
· Improve current support processes and be able to create new process documents.
· Initiate and escalate issues to proper support teams / departments to ensure resolution.
Job Requirements
· Preferably with at least 1-2 years of experience in Technical Support role and/or BPO experience.
· Preferably with skills in Technical Troubleshooting.
· With excellent English speaking/communication and de-escalation skills.
· Willingness to take ownership and show initiative to achieve results.
· Preferably knowledgeable in Point-of-sale (POS) machines/terminals.
· Has used or knowledgeable in ticketing software (e.g. Zendesk, JIRA helpdesk, SNOW, Salesforce).
· Strong client service skills and a passion for delivering service excellence.
· Analytical skills with an aptitude for problem solving and willingness to exceed for clients.
· O365 / Microsoft Office proficient (Outlook, MS Teams, Word, Excel).
· A good teammate, able to integrate and build rapport quickly.
· Can work independently with minimal supervisor required.
· Respect for process governance.
· FRESH GRADUATES ARE WLECOME TO APPLY.
Office Location: The Podium West Tower, 12 ADB Avenue, Ortigas Center, Mandaluyong City
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