Client Technology Representative I
CWT
Makati City, PH
5d ago

With direct supervision provides entry level, Level 1 technical support for applications and infrastructure services for CWT clients.

Troubleshoots and resolves technical issues and escalates if required. Completes a limited range of tasks and follows detailed instructions for routine work.

  • Provides timely responses to first level technical issues via phone calls and emails
  • Manages client inquiries and accurately documents incidents via online case management tool
  • Performs troubleshooting to diagnose root cause and resolve issue quickly and effectively
  • Performs testing to ensure that solution was successful
  • Responds to client inquiries within SLA targets
  • Escalates more complex issues to 2nd level support
  • Assist travelers with queries on online booking tools / customer travel profile.
  • Handle both calls, e-mails and self-service tickets involving technical troubleshooting for issues pertaining to online booking tools and travel profile set ups.
  • Ensure that calls, e-mails and self-service tickets are handled with sensitive approach towards SLA.
  • Ensure that "First Call Resolution" (FCR), is provided or proper vendor escalation protocol is followed.
  • Ensure that tickets are logged on Service Now, for all interactions.
  • Provide and maintain a high level of Customer Satisfaction.
  • Ensure that Proper handling is done on issues especially break fix concerns till the issue is closed (Ownership).
  • Adherence to accurate Service Now ticket log procedure
  • Adherence to Service Now and CXP Mail Management process
  • Ensure team and effective communication is displayed all times (High on Voice Capabilities)
  • Ensure that Key performance indicators like; quality / AHT are achieved consistently
  • Ensure that the traveler is provided resolution in minimum possible time by coordinating with concerned departments
  • Ensure expected login hours delivered on daily basis
  • One should foster ethical environment and respect company policies
  • Qualifications

  • High School diploma or equivalent
  • Fluent in location required language(s) as well as in english
  • Skill development ability for delivery of IT support including business software applications
  • Ability to ask open-ended questions and active listening
  • Ability to perform basic troubleshooting
  • Strong customer service skills
  • Critical thinking skills
  • Ability to work in a global, multicultural environment
  • Clear communication skills, both written and verbal
  • Flexible to work in rotational shifts
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