- Makati City, National Capital Region, Philippines
- On-site
- Full-time · Entry
- 0–2 years
Provides proactive user helpdesk services to inbound customer service requests. Diagnoses and resolves hardware and software issues, performs software distribution, creates and updates tickets to reflect changes and works with customers to ensure appropriate levels of engagement and communication.
Responsibilities
- Answer inbound customer calls and/or transform information from any customer service channel into the ticket system
- Check to ensure reported incidents are covered by contract and that all caller information, including address details, are correct
- Engage with customers to further understand reported issues and provide guidance to diagnose and solve incidents
- Use remote tools to troubleshoot, analyze and resolve technical issues
- Escalate issues according to established procedure and inform customer of next steps when resolution is unsuccessful
Requirements
- Education or equivalent work experience required