Project-based User Support Specialist
Trends Group, Inc.
- Tarlac City, PhilippinesTarlac City, Central Luzon, PhilippinesTarlac CityCentral LuzonPhilippinesPhilippines
- Full timeFULL_TIME
Expired 4 years ago
2019-12-23T16:00:00+00:00Job closed.
Job Description
REPORTS TO: On-Site Leader, On-Site Operations Manager, TOC Head
SUPERVISING: None
FUNCTIONS & PRINCIPAL ACTIVITIES:
I. CORE RESPONSIBILITIES
- To accomplish all assigned tasks by the management in a timely and effective manner as deemed necessary for the betterment of the organization as a whole.
II. SERVICE OPERATIONS MANAGEMENT
- This person is responsible for interacting with customers to provide and process information in response to inquiries, concerns and requests about products and services. May need to perform the following:
- Responds to requests for technical assistance via phone or email both for internal and external.
- Obtains and evaluates all relevant information to handle inquiries and complaints
- Redirects problems to appropriate groups concerned
- Identifies and escalates situations requiring urgent attention
- Record details of actions taken for Case Creation, Updates and Closure
- Stays current with system information, changes and updates
- Receives and handles phone calls from the company trunk line
- Performs other tasks and responsibilities that may be assigned by the immediate superior from time to time
Minimum Qualifications
EXPERIENCE: Have at least 1-2 years working experience as a helpdesk
TECHNICAL SKILLS:
- (N) Monitoring Systems
- (N) ITIL
- (F) - Familiar / 0-12 months
- (N) - Novice / 1-2 years
- (I) - Intermediate / 3-4 years
- (A) - Advanced / > 5 years
COMMUNICATION SKILLS
- (I) Speaks clearly and can be easily understood.
- (I) Expresses & speaks ideas in a logical and organized sequence.
- (A) Writes clearly, concisely and effectively.
- (A) Expresses ideas in a logical and organized sequence in written form.
- (F) - Familiar / 0-12 months
- (N) - Novice / 1-2 years
- (I) - Intermediate / 3-4 years
- (A) - Advanced / > 5 years
With at least 1-2 years experience in coordinating with partners and clients
ABILITIES
- Must work well under pressure
- Must have good interpersonal skills
- Must be pro active when identifying potential issues
- Must show strong & effective coaching capabilities
- Must show strong customer management skills
- Must prepare well-organized and comprehensive reports tailored to its audience
- Able to effectively assess tasks & risks to prioritize work
- Able to approach a complex task by breaking it down into its component parts and considering each part in detail
TRAININGS & CERTIFICATIONS REQUIREMENT
- ITIL Foundation
Jobs Summary
- Job Level
- Entry Level / Junior, Apprentice
- Job Category
- IT and Software
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Always
- Office Address
- Tarlac City, Central Luzon, Philippines
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About Trends Group, Inc.
The milestones achieved by our first company, Trends, is a testament to how impactful and well-received our humble beginnings have been. Now, we have multiple subsidiaries that operate independently of each other, with distinct business objectives and operational structure. When we are blessed with success, it is our duty to walk in wisdom and plan our course for making the best of it. Empowered by a strong vision, we are now ready to put in the work that comes with positioning our conglomerate to enter the world’s biggest economies. From generating growth in the ICT industry, we are now pursuing to nurture leading and global businesses.
The time has come to explore the possibilities in ICT and beyond.
Equipped with a vision and the right values, we are expanding and reaching new heights as a powerful, nurturing, and timeless conglomerate. We are moving towards a more promising future to cultivate opportunities and provide a customer experience like no other. Trends Group Inc. promises to give our partners the satisfaction they deserve and elevate itself to create and grow leading and global businesses.