l1 Customer support specialist - with 3 years of related experienceShore 360

Description
Roles and Responsibilities
- Attend and resolve customer inquiries effectively through various channels like phone, email, and chat
- Efficiently and confidently navigate multiple complex computer systems and troubleshoot issues
- Efficient and effective use of customer support tools
- Accuracy and attention to detail
- Ensure that the client is provided with any known workarounds immediately
- Create and prioritize support tickets, investigating and gathering information from customers in an efficient manner to reduce disruption and resolution times
- Demonstrate empathy and understanding towards customers, whilst showing resilience and ability to problem solve using initiative
- Effective listening skills, with clear and concise communication. Demonstrated passion for phone-based
- Ensure that new unassigned tickets are triaged and responded to within (First Reply Time) SLA timeframes
- Ensure that backlog tickets are resolved or escalated to JIRA within (Agent Work Time) SLA timeframes
- Manage the resolution of incidents to ensure SLA compliance. This requires proactive collaboration with the relevant teams within Janison and proactively communicating with customers. · Ensure tickets will be triaged to Level 2 with appropriate details prior to Jira.
- Support the creation and update of knowledge management system articles based on incident troubleshooting
- Work effectively with team members and clients in multiple time zones (all US time zones, EMEA, and Australia)
- Support data collection for internal and external reporting on support services on an ad-hoc basis
- Participate in regular learning and development sessions to maintain current knowledge of functional, operational, and technical aspects of Janison products.
- Provide regular feedback to management on common customer feedback, act as 'voice of the customer'
Required Experience
- At least 3 years experience in Technical IT Ops/System Admin role
- At least 3 years experience in a Customer Service role
- Experience in SaaS-based application support
- Experience in Microsoft Office, Operating Systems (including Teams)
- Experience in Customer Service or Service desk/call logging systems i.e. Zendesk, Jira, etc.
Minimum Qualification
- Tertiary qualifications or equivalent experience
A Successful Candidate must have
- Excellent communication skills - oral and written
- Experience working in a customer-centric and results-driven environment
- Operational experience working with SLAs
- Excellent client-facing skills with cross-cultural sensitivity
- Customer-centric attitude
- Strong problem solving and logical aptitude
ShoreXtra Perks
- Free barista-style coffee
- Free parking and jeepney services
- Highly engaged team
- Unlimited potential for growth
- Challenging role
- Fun and family-oriented working environment
Requirements
Minimum education level: Bachelor ́s Degree
Years of experience: 3
Availability for travel: No
Availability for change of residence: No
People with disabilities: Yes

Pampanga, Central Luzon ·  2 minutes ago