Bilingual Asian and European SpeakingDencom Consultancy and Manpower Services

Description
Key Tasks and Responsibilities
To provide 1st line technical support; answering support queries via phone and email, orother communication solutions (Eg. Chat, self service Portal)
Provide high level professional IT services in an efficient manner
Maintain a quality business relationship with all customers
Make effective use of procedural, informational, and technical documentation
Share knowledge with other team members as appropriate.
Duties and Responsibilities
To provide 1st line technical support; answering support queries via phone and email
To maintain a high degree of customer service for all support queries and adhere to all service management principles
To take ownership of user problems and be proactive when dealing with user issues
To log all calls in the ticket logging system
Respond to enquiries from clients and help them resolve their hardware or software problems
Continuously monitor incoming customer contacts including those made by any of the media available to company's customers
Continuously monitor outstanding calls and ensure that provision is made in case of your absence
Support users in the use of computer equipment by providing necessary training and advice
To allocate more complex calls to the relevant IT Support team member
Ensure that all customer contacts are handled in a timely and effective manner and within
 Identify any service related issues and escalate to the Team Leader
Skills / Attributes Required
 Preferably with experience in customer service
 Vocational qualification (MCP or equivalent)
 Fluent English
 Fluent second language
 Excellent customer service skills
 Excellent communication skills (both written and oral), with the ability to communicate
professionally and confidently at all levels
 Experience of using tickets logging systems
 Strong knowledge of Microsoft based operating systems and peripherals - such as desktop
and network printers/copiers.
 Experience with using and troubleshooting Microsoft Outlook within a network environment
(permissions, calendar sharing, delegation)
 Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS
Excel and MS PowerPoint - at least to version of Office 2010
 Good understanding of PC hardware set-up and configuration.
 Good personal organisational skills
 Good attention to detail
 Ability to empathise with customers
 Ability to effectively gauge urgency 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
Fluent in any of these languages: Mandarin, Cantonese, Malaysian, Japanese, Korean, Thai, Spanish, Portuguese, Vietnamese, French
Salary: Negotiable/Open
Requirements
Language(s): Tagalog
Availability for travel: No
Availability for change of residence: No

Makati, National Capital Region ·  Today, 08:03 AM (updated)
Work type
Full Time