l1 Technical SupportStaff Domain

This role is a crucial part of the team - the L1 Support Team member will be helping real-life passengers through a direct call centre role. You will be helping passengers to access the On-Demand bus services in the following ways:
Taking phone calls from passengers through 8x8 phone system (or other channels)
Responding to messages from passengers through emails, social media channels, chat-bot on service website (omni-channel passenger support in Freshdesk)
Using the Liftango Ops platform to:
Create passenger profiles for new passengers
Manage/update passenger profiles for passengers
Create trip bookings for passengers in Ops Platform
Cancel/manage/query trip bookings for passengers
Answer queries about vehicle delays, breakdowns
Respond to lost luggage and similar requests
This role will require confident interfacing with:
Service passengers
Passengers who use the call centre are those who typically are not comfortable using a mobile phone app - they may be elderly, vulnerable, or unable to use technology
Providing L1 support to these passengers is crucial to their ability to access essential services like healthcare
Vehicle Service Management Teams
This may include the bus operator/driver supervision team - to help resolve vehicle/driver related issues
Interfacing with the Liftango Level 2 support team
Escalating any passenger feedback or tech issues identified
Liaising with L2 support team to help provide information that may aid in troubleshooting
Excellent communication skills - both spoken and written
Fluency in English language
A basic knowledge of technology support would be beneficial, though not crucial for this role
Bossjob

Pasig City, Metro Manila
Permanent
Full-time