Primary Responsibilities :
Answer and resolve technical issues through calls that operates 24X7
Diagnose hardware, software, 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
Troubleshoot product specific applications and 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
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
Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and / or re-assignment to different work locations, change in teams and / or work shifts, policies in regards to flexibility of work benefits and / or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment).
The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so
Required Qualifications :
Undergraduate degree or equivalent experience
At least 3+ years of experience in a call center environment or equivalent
1 - 2 years of experience in Service Desk with experience supporting from a level 1 perspective. Level 2 is an advantage
Experience with service ticketing / tracking systems
Experience with Remote Control / Remote Assistance tools
Experience with Knowledge Management systems
Extensive experience with operating system support including but not limited to Windows 10.
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, cameras etc.)
Amenable to shifting schedule
Amenable to work in an office in Alabang
Preferred Qualifications :
HDI Service Desk Certification
Experience working in environment where success was gauged by balancing first call resolution, call handle time, and / or other specific metrics
Experience with handheld devices
Experience in a large corporate environment
Exposure to or knowledge of ITIL practices
Typing speed of 50 WPM
Enjoy challenging troubleshooting situations and pays attention to details