Support Analyst Level 1
Tech Mahindra
Mandaluyong City, Philippines
1d ago
source :

Responsibilities for this position may include but are not limited to :

  • Handles first level calls and performs problem resolution for three class of Trades (NA Company Owned and Operated Stores, NA Franchise, and Canada Commission Agents).
  • Support and resolve stores Back Office Systems issues related to hardware and software applications, assist store personnel with basic BOS PC issues.

  • Performs subject matter expert (SME) functions including resolution of Level 1 escalated calls and inbound call overflow.
  • Logs and tracks all calls using a call tracking tool, responsible for escalating calls as appropriate, and ensures eventual resolution of the incident.
  • Tracks incidents, documents problems and solutions, and records all activity and communications.
  • Guides Retailer or Store manager through troubleshooting processes quickly and efficiently to minimize sales disruption and to keep service station operational.
  • Provides training for procedural problems associated with the supported applications and related components.
  • Analyzes issues, establishes priorities, anticipates consequences, makes decisions and takes action with fine attention to detail.
  • Required Qualifications :

  • Bachelor's Degree in IT, Computer Science, Engineering or other relevant fields
  • At least 2 years experience in providing IT helpdesk support / call center / customer support
  • Experience in documenting customer issues and work processes
  • Proficient in the use of MS Office applications
  • Good oral and written communication skills
  • Outstanding skills in teamwork and customer engagement
  • Must have the propensity to work in a proactive, result-oriented, and customer-focused environment
  • Enjoy working with people of diverse cultural backgrounds
  • Willing to work on night shift (PST hours)
  • Apply
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