Job Description

PURPOSE

• Responsible for providing exceptional customer service and technical support for customers by trouble shooting hardware and software issues
• Evaluating customer concerns and resolving problems to 100% customer satisfaction
• Responsible for providing technical expertise within a team focused on the implementation and support of products and services of a project.
• Updates job knowledge by participating in educational opportunities such as training for both local and abroad.
• Coordinates with the other groups to ensure tasks to fulfill is aligned
• Provides detailed activity report and root caused analysis for the customer

• Provide resolution of the problem based on the given SLA
• Provide implementation based on the required design architecture
• Train customer for the product application as required
• Maintains a professional approach in dealing with customers
• Discuss project requirements and expectations

• Update team for the activity during client visit which include the root cause of the problem, resolution, and recommendation.
• Contributes to team effort by accomplishing results as needed

• Update Account Manager for the activity during client visit which include the root cause of the problem, resolution, and recommendation.
• Update Account Manager of the required next steps to fulfill activities for the client

• Update Service Desk for the activity during client visit which include the root cause of the problem, resolution, and recommendation.

• Comply with Trends Rules and Regulations as prescribed in the Employees Handbook specially on the following:
  • Attendance
  • Punctuality
  • Dress Code
  • Destruction of company property
• Respect to co-workers, management, and member of the Board of Director
• Perform all other duties and tasks as assigned by the Lead, Manager or Head

• Graduate of any of the following:
  
  • BS Electronic Engineering
  • BS Computer Science
  • BS Information Technology

• At least 5 years of relevant experience in Call Center Application (dialer/recording/acd/wfo) is a plus
• Completed and passed the Cadetship Training Program

• Knowledgeable in telephony such Avaya, CISCO, others
• Genesys/Aspect/AudioCodes knowledge or other dialer and call recording is advantage
• Basic knowledge in programming and application integrations.
• Computer literate and proficient in:
  • MS Word
  • MS Excel
  • MS Power Point Presentation
  • Any Email software
  • Visio
• Competent in English language (written and oral)

• Reports to TRENDS Makati office Trafalgar Plaza H.V. Dela Costa St. Makati City
• On instances where direct report to main branch is temporarily halted due to inevitable national health crisis or other national emergency situations preventing working at the office, a work from home setup is applied in lieu of the on site reporting, with tools given to log activities done at home.
• Reports directly to client site where he/ she is currently assign (on need basis)
• Monday to Friday 8:30 am to 6:00 pm
• On-call duty (rotational)
• Shifting Schedule