Application Support team leadSTAFF DOMAIN INC.

Location : Pasig Ortigas CTR-PO Box# 1000 to 1099 (1650) -
Salary : 60000 - 70000
Type : Permanent
Main Industry :
Job ID : 105320905
Employer : STAFF DOMAIN INC.
Posted On : 11 November 2020 11/12/2020
Summary
The role will be part of a technical support team that ensures customers are provided with the best front-line support imaginable in a professional and friendly manner. Ensure availability of the products and services meets the high standards expected with SLAs.
You are expected to be both highly skilled in the resolution of technical issues, and personally invested in the satisfaction and well-being of all the Company's clients.
Job Description
-Manage Level 1 and Level 2 service requests as well as handle incident escalation
-Monitor and handle tickets issued through the Help Desk (FreshDesk) and inbound calls to meet SLAs
-Troubleshoot technical issues with deep analysis, ensuring to capture what the issue is while clearly documenting the issue and analysis
-Provide clear information for workarounds or resolutions, sometimes in the form of step by step guides to the end user.
-Liaise with various stakeholders and departments to resolve issues in a timely manner
-Enhance and maintain the knowledge base, FAQs and any customer facing documentation
-Be up to date with the various Company products and solutions
-Work in a team environment supporting customers around the globe
-Drive the continuous improvement of processes from staff on-boarding and well being to all aspects of the support experience for customers and users, ensuring documentation is up to date.
Requirements
Job Qualifications
-At least 5 years of experience in a role involved in the management of front-line interaction with a diverse customer or user base
-At least 2 years of experience leading a team of technical front-line staff
-Strong SQL and reporting skills
-2-4 years of college tenure
-Experience with a ticketing/CRM system; having supported customers through a variety of written and verbal means
-Excellent written and verbal communication skills; ability to translate complex technical concepts into layman terms
-Basic understanding of software development concepts
-Commitment to ensure that customers are provided with the best service imaginable
-Available to work a 24/7 roster when the need arises (staff holidays etc) - though focus will be day/evening shift after initial induction
-Highly motivated, highly adaptable, quick learner and keen to make a difference
-Staff management and process improvement experience
Benefits
HMO w/ dependent and Life Insurance upon hire, other perks and incentives
Tiptopjob

Ortigas Center, Pasig City
₱60,000-70,000 per month
Permanent
Full-time