Qualifications:

• Has good communication skills
• With at least 1 year of Helpdesk experience
• Willing to work in Sun Valley, Paranaque
• 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.