Project-based User Support Specialist  

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

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