Job Description

RESPONSIBILITIES:

• 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 trends 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 with all processes and procedures.

QUALIFICATIONS:

• Completed at least 2 years in college (finished and passed the 72 units)
• With at least 6 months' experience in the same field is a plus.
• Customer service orientation
• Active listening skills and good communication skills.
• Willing to work on-site: Eton Centris QC
• Must have skills in Active Directory, Citrix, VPN, Servicenow, and common hardware/software troubleshooting.

Job Types: Full-time, PermanentSalary: Php25,000.00 - Php30,000.00 per monthBenefits:

• Opportunities for promotion
• Promotion to permanent employee

Schedule:

• 8 hour shift
• Shift system

Supplemental Pay:

• 13th month salary
• Anniversary bonus
• Bonus pay
• Commission pay
• Overtime pay
• Performance bonus

Ability to commute/relocate:

• Quezon City: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• Do you have experience in Active Directory? How many months or years?
• Do you have experience in Citrix? How many months or years?
• Do you have experience in VPN? How many months or years?
• Do you have experience in Servicenow? How many months or years?