Helpdesk Associate

1 day ago

Makati City, National Capital Region, Philippines One Depot Full time ₱216,000 per year

· Promptly responding to customer queries via email, phone, and social or messaging media channels.

· Immediately escalating serious customer related complaints or issues that you are not equipped to deal with.

· Liaising with colleagues or managers to find the best solutions to customers' issues.

· Identifying common problems and escalating them to management, along with possible suggestions for improvement, wherever possible.

· Maintaining a polite, helpful, and professional manner at all times.

· Obtaining and sharing customer feedback with colleagues and other departments so that products and services can be improved.

· Familiarizing yourself with new products and services as they are introduced.

· Attending trainings and meetings as required.

· Providing training to new customer care specialists.

· Respecting client confidentiality at all times.

· Report directly to the Sr. Technical Manager.

· Weekly reporting of the activities categorized as follows; (detailed with exact time and date of issue escalation and our response time and date as well, also comes with the detail of the engineer who attended the said issue)

  • Total number of accepted issues

  • Total number of attended issues

  • Total number of closed issues

  • Total number of open issues and its dependencies

· On time creation and submission of Service Reports per activity that the engineers will be attending.

  • SR frequency of creation and submission: maximum of 2hours after the succession of the actual activity.

· Proactively check on major install based if there are any issues that we can help them with. (list of major install based will be shared once on boarded)

· Have a list and monitor the active Maintenance Agreement of all the existing customers and proactively inform the customers ahead of time (at least 3 months before MA expiration)if there are any MA that needs to be renewed.

· Monitor and facilitate the scheduling of the "Health checks" included in our SLAs with all our customers with active Maintenance Agreement. (normally in a quarterly basis).

Job Type: Full-time

Pay: From Php18,000.00 per month

Benefits:

  • Health insurance
  • Opportunities for promotion

Work Location: In person

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