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Support Specialist
at Service IT + in Philippines - Makati City

Support Specialist at Service IT + in Philippines - Makati City

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Posted on December 15, 2016

Job details

Job Objectives:

The Level 1 Support Specialist will act as part of the Operations Department.

The main objective is to increase Operations' productivity by ensuring efficient and prompt response to customers' inquiries and product-related ;

Primary Responsibilities

Service Desk

• Ensure satisfaction at all times by providing excellent and timely response to Customer inquiries, issues, and requests

• Receives and logs all product-related issues raised by customers via phone, email or walk-in to our Service Desk System

• Coordinate any issues to the Team that needs escalation and further investigation

• Communicate bug, enhancement requests and other critical issues to principal vendors for escalation

• Update customers with any resolution and current status on their issues, inquiries and requests

• Suggests continuous improvements on the Service Desk System

• Report to the Team any bugs and issues encountered with the Internal System

• Establish strong relationship with new and existing customers through positive, responsive and excellent communication

• Send weekly Status Reports to existing customers with pending issues and requests

Secondary Responsibilities:

Project Support

• Ensure that licenses and other logistics required for the project are available when needed.

• Assist Lead consultant during training delivery; logistics, attendance sheets, certificates etc.

Professional Qualifications:

• Graduate of two-year Vocational/Bachelor's degree in Information Technology / Computer Science or related.

• With at least 1 year related work experience

• Exceptional written and verbal communication skills

• Highly proficient in MS Office applications

• Ability to work in all levels of the organization

• Must have confidence and has the ability to motivate and inspire others

• Has organizational and time management skills.

Personal Skills:

• Maintain good relations with customers, team members and Managers

• Ability to maintain an upbeat and positive attitude at all times

• Meets objectives and agreed action plans of the organization

• Good quality in work outputs and has keen attention to details

• Goal-oriented individual

• Strong work ethics

• Ability to work in self-directed, fast-paced environment

• Diligent and efficient in follow up on actions

• Good sense of responsibility and urgency

• Productivity and resourcefulness

• Respects internal rules

• Optimize service provided to all internal and external customers

• Enhancement of self in customer and market knowledge

• Attitude supportive of Service IT+ core values: Responsive, Innovative, Trust, Passion, Excellence, Teamwork, and Fun-loving.

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