product support specialist - helpdesk CoordinatorRadiant Global HD Inc.

Description
*JOB QUALIFICATIONS:
• Graduate of Bachelor of Science in Computer Science, Business Administration or any business-related course/s
• With at least 1-year of experience.
• With proven experience related to the helpdesk, technical support, and customer support services.
• Experience with ticket management and OTRS or any similar ticketing platform.
• Has knowledge in incident and problem management.
• Interpersonal skills such as telephony skills, communication skills, active listening, and customer care.
• Possess strong working knowledge of computer systems, software, and hardware.
• Ability to diagnose and resolve technical issues.
• Amenable to work in Quezon City
*Duties and Responsibilities:
• Ticket Management: Perform run-through on all tickets twice daily (Start and End of Day).
• Monitor and respond quickly to incoming requests related to system issues.
• Monitor all status updates of reported tickets.
• Empower first-level support to resolve issues on a first-call basis.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Evaluate and classify issues for escalation to the appropriate support person.
• Enforce ticket closure and resolution within given SLAs (Service Level Agreement).
• Provide customer support and assistance to customer inquiries regarding the products and services when deem necessary
• Perform staging, implementation, and onsite support when deem necessary.
• Manage the Third-party Helpdesk and Field System Engineer and provide coaching when necessary.
Requirements
Minimum education level: Bachelor ́s Degree
Years of experience: 1
Availability for travel: No
Availability for change of residence: No

Quezon City, National Capital Region ·  Today, 11:29 PM