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FeaturedJr. Technical Support EngineerStrategic Networks Inc.BGC, Taguig City, PhilippinesEzra
Mar 20, 2024| 0 Applicant| 10 ViewsNumber of Views

Skills Required

Tech Support
IT Support
Hardware
Software
Information Technology

Rate / Type of Work / Location / Years of Experience

₱17K monthly
Full-time
Office
0 - 1 year

Job Description

Qualifications:

  • Has good communication skills
  • With at least 6 months of Helpdesk experience
  • Willing to work in BGC, Taguig City
  • Willing to work on a hybrid set up

Functions:

  • Act as a first point of contact (inbound and outbound calls) for all customers’ queries related to other technical concerns.
  • Assisting end-user over the phone or remote via CMRC, Remote Desktop Connection and Microsoft Teams
  • Provides troubleshooting and isolation assistance before escalating calls with dependencies to respective towers or group to resolve the concern of the end-user.
  • Must be able to escalate Level 2 concerns with dependencies to the respective tower/ groups to resolve the concerns of the customer.
  • Creation of tickets and ensuring that the ticket details are complete and has been verified.
  • Provides ticket updates or status to end-user related to the raised concern.
  • Monitoring and resolving tickets raised by users via ticketing portal (Dynamics365)
  • Password reset and checking of the SAP account status.
  • Creation of account through KOLAH, CSO Freegoods, OCP and AR portals.
  • Application installation via remote.
  • Provide solutions that help excellent customer experience.
  • Provide timely responses to customer issues.
  • Maintain a high level of program and service knowledge to provide the best value-based technical solution to the customer.
  • Take full responsibility and the required action for the assigned tasks.
  • Meet and adhere to attendance requirements based on Service Level Agreement
  • Meet and exceeds KPI targets set by the client.
  • Responsible for maintaining an acceptable level of customer satisfaction and effective professional working relationship with supervisors and co-workers.