Posted by: Ira

Bilingual Mandarin/English Service Helpdesk – Associate (L1)

18K-20K

Apply Now Quick Apply

X

Register & Apply

Register yourself now! Get regular job updates and get connected with the recruiters.

It's totally FREE!

X

Quick Apply


Job Description 1493 Views

PRINCIPAL RESPONSIBILITIES:
• To provide 1st & 2nd line technical support; answering support queries via phone, email, Chat and Web
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• To take ownership of user problems and be proactive when dealing with user issues.
• Identifying the issue and categorizing / prioritizing the incident
• Referring KB for workaround / resolution and attempting resolution
• Strong interpersonal skills are a prerequisite.
• Ability to work effectively in a dispersed team and individually.
• Routing / Chasing of tickets with other resolver groups
• Recording trend of calls and identifying outages proactively
• Callbacks for customer not reachable cases & customer request
• Identifying the trend of calls / tickets and highlighting it to SDM as applicable for outage confirmation
• Creating child tickets and tagging them with problem ticket
• Callback the user and confirm resolution (where ever applicable)
• Conduct Audits and Mentor L1 Team Members
• Recording/Updating the outage / bulletin message in Remedy / ACD based on the status update received by the resolver groups
• Being compliant to all process and procedures


Hiring For

Key Skills
Tehnical Skills; Analytical Skills
Role
Customer Service Exec -(Technical)
Type of Account
Semi-Voice
Sub-Account
Confidential
Shift Type
US-Type Shift
Location
Manila
Sub-Locations/Sites
NA

Be the first to apply for this job now. Increase your chances to get noticed by the Recruiter

Company Profile

Quess Corp Philippines

6th Floor Salustiana D. Ty Tower Condominium Paseo De Roxas Legaspi Village,Makati City

9974230120

ira.a@quesscorp.ph

NA

Send a query related to this job

RELATED JOBS

Posted by: Lakshmi

Customer Service Representative

200 Views

Responsibility: Attracts potential customers by answering product and service questions; suggesting information about other products and services. Opens customer accounts by recording account inform....

Confidential

Skills: CSR,Customer Service Representative,Customer service Executive (Voice/chat) ,Email Support or Email Process

Posted by: Cel

Web Designer - Night shift

457 Views

JOB DESCRIPTION Write well designed, testable, efficient code by using best software development practices Create site layout/user interface by using standard HTML/CSS practices Integrate data from....

20K-20K

Skills: With hands on experience with Web Applications and programming languages such as HTML, CSS, PHP, JavaScript, JQuery and A solid understanding of how w

Posted by: Anna

Financial Support Representative

336 Views

Open Access BPO has been providing business process and call center outsourcing solutions to a host of international clients since 2006. OAM is experienced in designing, implementing and managing crit....

30K-40K

Skills: Helpful and preferred: A degree: MIS, computer science, other technical, economics, or finance. Proficiency in SQL and basic Networking Systems

Posted by: Serge

Customer Service Representative

358 Views

Mega Hiring for TSR position with SIGNING BONUS 100 HC needed for the account One day Hiring Process Easy Selection Must Have atleast 1 year CC exp in Handling TSR Day 1 HMO & Day 1 life insuranc....

Confidential

Skills: Must have handled TSR account before Good to Excellent English communication

Posted by: IQOR

Technical Support Representative

402 Views

Technical Support Representative Tasks. Help customers identify and resolve problems with products by phone, through e-mail, or in person. Escalate complex problems to appropriate staff member or depa....

20K-30K

Skills: Good Communication Skill and Technical Skills