System Support Analyst

1 week ago

Pasay, National Capital Region, Philippines ePERFORMAX Contact Centers Corporation Full time $40,000 - $80,000 per year

Responsibilities:

  • Provide ITIL (Information Technology Infrastructure Library) support to customers in New Zealand and Australia.
  • Responsible for new store's IT infra setup/configuration and store upgrade activity
  • Provide application support for MS SQL database, PULSE and MS Server and VMware setup & management.
  • Fetch data from database & update/amend based on store requirements
  • History and statistical data analysis & use it for further planning and predict future demands.
  • Periodic report preparation & presentation to the client.
  • Provide high-level technical support for critical incidents & customization in the daily operational activities such as change in oven-time, delivery time, cooking time, order details, change requests, GPS delivery tracking, promo & voucher, discounts update, etc.
  • Diagnose, troubleshoot and resolve technical issues to ensure efficient communication with end-users.
  • Track and monitor the status of issues to ensure proper follow-up and resolution.
  • Investigate and resolve escalated issues and complaints to ensure customer satisfaction and retention.
  • Accurately document and maintain customer records and interactions in the CRM system and other program specific tools.
  • Collaborate with other support teams to address complex customer concerns.
  • Provide product demonstrations and assist customers with software-related inquiries.
  • Identify opportunities for process improvement and contribute to enhancing customer service procedures.
  • Stay updated on product knowledge and industry trends to better assist customers
  • Uphold company mission, policies and procedures and serve as role model to team members by modeling the company's values of honesty, trustworthiness, truthfulness, and respect in all actions.
  • Perform ad hoc tasks to support departmental needs and functions.

Requirements:

  • 2-year undergraduate degree or knowledge of call center operations
  • Must have at least 1-2 years' experience as Service Desk Technical Support (L2 Support).
  • Experience in Microsoft SQL Server, Enterprise Project Management (EPM), IT Infrastructure Management, and Application Support includingVoIP, Asterisk, Linux and Microsoft Office applications (Teams, Excel & Word)
  • Strong proficiency in using CRM systems, ticketing software, and other program specific tools
  • Strong problem-solving skills and customer-centric mindset
  • Strong interpersonal skills to foster cooperation among users, support teams and peers
  • Additional certification in customer service or technical support is an advantage
  • Able to work with minimal supervision
  • Excellent communication skills, both written and verbal
  • Must be willing to work flexible schedules (including weekends and holidays)
  • Must be willing to work onsite in Pasay City

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