Technical Support Associate

7 days ago

Mandaluyong City, National Capital Region, Philippines Euronet Full time

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.

***
Office Location: The Podium West Tower, 12 ADB Avenue, Ortigas Center, Mandaluyong City

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