RJ Globus Solutions - Datamatics
Mandaluyong City, Philippines
5d ago
source :

Job Description

  • First point of contact for all users calling for Helpdesk Support hotline.
  • Deals with hardware and application support queries and issues reported to the support desk
  • Take ownership and responsibility of issues from start through to a successful resolution
  • Escalate issues and involve Tier 2 wherever required in order to resolve issues as quickly as possible.
  • The duties require that the Helpdesk Desk Agent receives and logs queries using some applications such as Zendesk, Live Person and other Helpdesk related applications.
  • Develop sound understanding of Helpdesk operations and related applications and systems as well as business-related processes and procedures.
  • Develop technical knowledge of each system within the company profile and specialized knowledge of certain nominated application.
  • Maintain adequate knowledge of operating systems and application software used to provide a high level of support.
  • Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices, and procedures.

  • At least Highschool Level
  • Minimum one (1) year experience as a Customer Support / Technical Support / Helpdesk / Service Desk Agent from a BPO or IT-BPO.
  • Basic computer operations including Internet and email protocols, connectivity and understanding of Internet Networking
  • Familiarity with PC system and hardware troubleshooting
  • Has strong customer service skills, solid problem-solving skills with proficient attention to details.
  • Also has a strong technical understanding of Internet, networking and email protocols.
  • Knowledgeable in MS Office applications installation, operation, and support.
  • Ability to communicate effectively with staff and other support positions.
  • Ability to construct correspondence that is professional, concise and grammatically correct.
  • Consistent team player with a positive attitude.
  • Ability to multitask and stay well organized in a fast-paced environment.
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