This job description outlines the key accountabilities of, and output required from, the post holder. It is not a definitive list and the role may change and evolve over time.
Support Agent Level 1
Department / Team / Location
Technical Support Team Leader & Service Delivery Manager
Summary of Role
The Technical Support Agent Level 1 is responsible for the day to day provisioning of the Services particularly level 1 troubleshooting support.
This includes ensuring that a continually high level of quality service is provided to the customers as set out in transcosmos's agreements with customers, in the languages described in this document.
In order to provide this high level of service the Agent will be required to effectively manage their available resources, including equipment, information and technologies.
Key Tasks and Responsibilities will include but not limited to the following :
To provide 1st level troubleshooting / technical support; answering support queries via phone and email, or other communication solutions (e.
g. Chat, self-service Portal)
Provide professional IT services in an efficient manner
Make effective use of procedural, informational, and technical documentation
To maintain a high degree of customer service for all support requirements by adhering to Quality Assurance Standards and other service management principles.
To take ownership of user tickets, request or problems and be proactive in providing solution.
To ensure all calls, chat, email, etc. are documented in the ticket logging system
To ensure all customer details and troubleshooting steps or actions to resolve customer issue is log in the ticketing system.
To gathers all pertinent information from the caller or customer
Respond to enquiries from clients and help them resolve their network, computer hardware or software problems
Continuously monitor incoming customer contacts from all channels including those made by any of the media available to transcosmos's customers
Follow-up, update customer and continuously monitor outstanding calls or tickets and ensure that endorsement is done in case of your shift ends or during your absence
Support users in the use of computer equipment by providing necessary training and advice
To allocate or escalate more complex issues to the relevant IT Support team member via warm transfer of customer call or ticket escalation if warm transfer is not possible
Ensure that all customer contacts are handled and resolved in a timely and effective manner and within the Service Level Agreements laid down by transcosmos and transcosmos’ s customers
Other Duties and Responsibilities
Identify any service related issues and escalate to the Team Leader
Maintain a quality business relationship with all customers
To participate on initiatives or projects related to service delivery
To adhere to all applicable service standard operating processes
Share knowledge with other team members as appropriate.
To work harmoniously and collaborate closely to all relevant teams
To provide assistance with ad hoc task from Team Leader or SDM that will help fulfil service delivery
Skills / Attributes Required
1 to 3 years IT support experience
With network support and computer hardware and software experience
Bachelor’s Degree in Computer Engineering, Information Technology and other IT related courses.
Excellent customer service skills
Excellent communication skills (both written and oral), with the ability to communicate professionally and confidently at all levels
English fluency is required
With BPO or contact centre experience
Has experience of using tickets logging systems
Strong knowledge of Microsoft based operating systems and peripherals - such as desktop, printers and networking.
Experience with using different browser and email clients such as Outlook.
Experience with using Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint
Good understanding of PC hardware set-up and software configuration.
Good personal organisational skills
Good attention to detail
Ability to empathise with customers
Ability to effectively gauge priority of incident / request
Ability to build effective working relationships at all levels
Excellent problem solving skills
Ability to apply creativity to resolving incidents / requests
Willing to work on shifting schedule
The tasks and responsibilities described here shall be provided in English
As well as the fantastic opportunity to partner with huge global brands and pursue an exciting career with a rapidly growing BPO leader, transcosmos pride itself on a fun, healthy and encouraging work environment in the premium district of Mckinley Hill, Taguig.
We also reward of our staff with great benefits including :