Service Desk Associate | L1 |CSR
Hunter's Hub Inc.
- Makati, PhilippinesUnit 1902, Cityland 10 Tower 2, 154 H.V Dela Costa St. Corner Valero, Bel-air, Makati City, Makati, Metro Manila, PhilippinesMakatiMetro ManilaPhilippinesPhilippines
- Toàn thời gianFULL_TIME
Miêu Tả Về Công Việc
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
Trình độ tối thiểu
Skills Required:
Customer service orientation
Excellent English communication skills (verbal and written) with neutral accent
Active listening skills
Computer and keyboard skills (working knowledge of PCs e.g. MS Office)
Teamwork
Reasonable analytical skills
Situation handling skills
Good motivational fit (job, organization, location)
Willing to work on shifting schedules, grave yard shift, holidays or rest days as may be required
by business exigencies
Keep oneself updated, aware of, and compliant to all Company policies and procedures which
include Information Security Management Systems
Keep all company information which includes customer information confidential and secured
Candidate Specifications:
Completed at least 2 years in college
Experience in a similar role may be required in specific programs with varying years of experience
Tóm tắt công việc
- Trình Độ Công Việc
- Mới Tốt Nghiệp/ Trình Độ Tập Sự
- Ngành Nghề
- IT and Software
- Yêu cầu học vấn
- Tốt nghiệp Cử nhân
- Nhà tuyển dụng trả lời hồ sơ
- Sometimes
- Địa chỉ văn phòng
- Cityland 10 Tower 2, 154 H.V Dela Costa St. Corner Valero, Bel-air, Makati City
- Ngành nghề
- Staffing / Recruiting
- Vị trí đang tuyển
- 50 vị trí tuyển dụng mới