Support Associate Level 2

1 week ago

Manila, National Capital Region, Philippines Private Advertiser Full time ₱70,000 - ₱120,000 per year

We are looking for a Support Associate Level 2 who will provide technical support and assistance to customers and ensure client's satisfaction, must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. To ensure success in this role, the candidate must be customer-oriented and patient to deal with difficult customers.

KEY RESPONSIBILITIES:

  • Provides 2nd Level Technical Support, via Phone, Email, and Chat, to manage users' incidents and queries in a professional and timely manner.
  • Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded to in a timely manner.
  • Performs second-level troubleshooting on all reported incidents.
  • Furnish and submit timely updates to customers on the status of outstanding issues within the targeted Service Level
  • Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.
  • Manage customer expectations and notify Team Lead in the event of an unusual surge in calls of a specific nature.
  • Handle initial classification/ prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status.
  • Microsoft Security Score increase
  • Manage customer intranets and check Backups and security audits
  • Configure Microsoft Portals for customers.
  • Customer Training on using M365 products.

REQUIRED COMPETENCIES:

  • Proficient understanding of how to use Microsoft 365 and troubleshoot Microsoft 365 issues.
  • M365 Azure/Entra experience.
  • M365 Suite of Applications (in General)
  • M365 Security Compliance configuration/support
  • M365 Teams
  • Experience in setting up/configuring DNS.
  • Knowledgeable in Cyber Security protection, anti-virus protection, malware protection
  • Experience in Cloud PBX phone systems.
  • Has experience with troubleshooting email services issues, DNS installation issues, internet issues.
  • Strong experience in documentation.
  • Experience in creating documents for knowledge-based training.
  • Candidate must possess at least a Bachelor's/College Degree in Computer Science, Information Technology, Engineering (Computer/Telecommunication), or equivalent experience.
  • Excellent customer service skills.
  • Must be able to demonstrate strong problem-solving skills.
  • Good communication skills – written and verbal.
  • Able to multitask.
  • Previous experience in a 24/7 support environment.
  • Experience in supporting Australian clients is a plus.

DESIRED COMPETENCIES:

  • Trend Micro of Microsoft Defender for enterprise
  • CRM systems experience
  • Asset Management Systems experience
  • Microsoft Power BI
  • Microsoft Power Apps
  • Microsoft Power Automate
  • Microsoft Forms or similar
  • Business requirements gathering and business process flow mapping.

BENEFITS:

  • Remuneration commensurate with experience
  • Healthcare benefits for employee and qualified dependents
  • Leave benefits
  • Day shifts with a normal professional work week (8 hours per day, 5 days per week)
  • Predominately work from home with team meetups
  • Occasional domestic travel

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