global Support specialistTrax Technologies

The Responsibilities:
Provide first level contact to customer and carrier requesting assistance through email, ticket or over the phone.
Perform first level analysis of issue or request and determine if resolution can be provided within Global Support team.
Process request or provide resolution to issue within Global Support Services scope.
Triage ticket or email to Functional team owner, monitor progress up to ticket closure within SLA.
Manage tickets received through Help Center, regularly monitor, follow-up aging open customer tickets and provide latest update.
Document workflows, Help Desk operating procedures.
Create manual customer and LSP reports as required.
Perform prepayment processing on selected customers.
Acts as an advocate for continuous improvement, identifying opportunities and efficiencies.
The Qualifications:
College graduate of Bachelor's degree in Computer Science, Information Technology, Industrial Engineering, Computer Engineering or other related fields
1-2 years Work experience in a similar role
Excellent analytical, interpersonal and communications skills; must be able to articulate a response to a caller in limited amount of time.
Proficient in MS Office (Advance knowledge in MS Excel and MS PowerPoint), Knowledgeable with Jira is a plus
Excellent attention to details and can work in a fast-paced environment
Candidate must be willing to work on either day or mid shift
Ability to collaborate and work well in a team
Fast learner and able to work with minimum supervision
Willing to be assigned in the NIGHT shift (9:00 PM - 6:00 AM, PH time)
Trax Technologies

Cebu City, Cebu
Permanent
Full-time