Level 2 Service Desk Agent

3 days ago

Tarlac City, Central Luzon, Philippines TOA Global Full time ₱300,000 - ₱450,000 per year

L2 Service Desk Agent (Chat, email, and ticket support)

Location
: Tarlac City

Shift
: 7AM-4PM, Mon-Fri

Arrangement
: Onsite (Mon-Fri), Full Time

Unlock your potential
At TOA Global, we have a deep commitment to empowering individuals to excel in their enterprises, careers, and communities. Our global footprint stretches across Australia, New Zealand, North America, Philippines, South Africa, and South America, supporting our global clients in the accounting industry.

Service Desk II plays a vital role in delivering a seamless and positive experience for TOA Global's employees and clients. Specializing in case management, they provide timely support for inquiries and requests, offer clear guidance on company processes and policies, and efficiently resolve a wide range of issues

A core responsibility is providing critical administrative support to Client Relationship Managers (CRMs), including managing inboxes and taking action on operational and administrative requests. This enables CRMs to focus on strategic client work, contributing to the overall success of the business.

With proactive problem-solving and a commitment to exceptional service, Service Desk II agents enhance customer satisfaction and ensure every interaction is handled with professionalism and care.

Key Responsibilities

  • Collaborate with cross-functional teams to address complex cases with multiple tasks or dependencies.
  • Effectively manage complex cases by utilizing case management systems and tools to track, prioritize, and resolve inquiries with accuracy and efficiency.
  • Analyze cases to identify root causes and determine the most appropriate resolution, escalating to the appropriate department when necessary.
  • Ensure timely and accurate case handling by managing multiple cases simultaneously while maintaining attention to detail and adherence to service standards.

Qualifications / Skills

  • Experienced in using case management systems and tools effectively.
  • Experienced in inbox and calendar management
  • Works effectively with cross-functional teams to resolve complex cases.
  • Analyzes cases, identifies root causes, and determines the best resolution, initiating to the next level of support as needed.
  • Manages multiple cases while ensuring accuracy and meeting service standards.
  • Strong communication and interpersonal skills
  • Customer-focused with a positive and professional attitude
  • Adaptable and eager to learn new technologies and procedures
  • Ability to thrive in a fast-paced environment and manage multiple tasks effectively
  • Detail-oriented with a keen eye for accuracy.

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