Job Description

Company DescriptionFor the past 3 years, the team at Stark Asia has been providing quality service within and outside Metro Manila. Molded under the values of professionalism, integrity, and transparency, our team is locally known with extensive experience in the field of BPO, I.T., Banking & Finance, Medical, Hotel, Telco, Human Resources, Retail, and Project Management.Having a broad approach to meet our partners' desired outcome. We have established valuable relationships with a respected group of local and multinational companies through boundless quality service and exceptional customer service.Primary Responsibilities:Answer and resolve technical issues through mostly calls and via chat and web portal at a large corporate Service Desk, efficiently and professionally, in a high-volume call center environment that operates 24x7x365.Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows 10 environment, offering a variety of level 1 to 2 solutions over the phone, via chat or email. Using remote control tools to assist customers when needed.Assist end users with their endpoint devices, Contact Center solutions applications, Collaboration application such as WebEx and Jabber.Troubleshoot corporate applications (MS Office Suite, Tableau, Rightfax, Enterprise supported browsers, Java Plug-ins etc.) with the use of a Knowledge Base and assign issues to the appropriate support group as needed.Proficiently manage the resolution of inbound technical contacts; balancing customer service, providing support, and issue resolution with the constraints of a call handle time goal.Effectively translate complex, technical concepts into easy-to-understand language to assist non-technically oriented customers.Demonstrate a highly developed sense of integrity and commitment to customer satisfaction.Accurately, quickly, and efficiently typing record all interactions with customers in an incident management tracking tool.Adhere to policies and procedures regarding the safeguarding of protected information, such as personal health information (PHI/PII) and access to corporate systems.Escalate high priority, high impact issues to the internal support teams.Adhere to a strongly regimented schedule (start/end times, lunches, breaks, non-production time, etc.).Meet or exceed statistical metrics regarding; ticket and contact quality, first call resolution, schedule adherence, and call handle time.Anticipates customer needs and proactively identifies solutions.QualificationsAt least 5+ years of experience in a call center environment or equivalent3-5 years of experience in Workstation support (preferably in a Service Desk) with experience supporting from a level 1 to 2 perspectiveExtensive experience with Operating Systems support including but not limited to Windows 7, 8, 10, and Windows native applications.Knowledge and experience with end-user devices and computer peripherals troubleshooting (input device like mouse and keyboard, output devices like monitors and projectors, docking stations, printers etc.)Experience with Service Ticketing/Tracking Systems (ServiceNow preferred)Experience with Remote Control/Remote Assistance tools (Bomgar, native tools within Windows, and Altiris (Symantec) preferred).Knowledge and experience with Terminal Emulators such as Putty, MobaXterm and othersExperience with Knowledge Management systems (e.g. Universal Knowledge Suite, ServiceNow, etc.)Amenable to work in Alabang, Muntinlupa.Amenable to work on Night ShiftJob Type: Full-timeSalary: Php35,000.00 - Php45,000.00 per monthBenefits:

• Paid training

• 8 hour shift

• 13th month salary