techincal Support representative wfh makatiOpen Access Marketing Philippines Inc

Description
About the Company
Open Access BPO has been providing business process and call center outsourcing solutions to a host of international clients since 2006. OA is experienced in designing, implementing and managing critical business processes and call center solutions for clients around the world from its Makati, Philippine operations centers.
Role:
Responsible for identifying the issue with the customers and resolve themselves or route them to the available engineer. They will create, manage tickets for the issues that the customer contacts. They act as the mediators between the customer and the Product Support teams by monitoring the basic cases and following up to ensure the customers' tasks are completed on time (B2B process).
Responsibilities:
Excellent Communication - for voice, email & chat support. Also possess good listening skills to understand customer queries and post qualitative queries to customers.
Receive customer calls, log issues, analyses configurations, application and system log files to determine the cause of issues (when needed) and escalate to next level of support.
Maintain accountability for an issue until the same is resolved.
Ability to learn and logically work through problems to determine their cause and how they can be resolved.
Report errors/bugs to Product Support team.
Provide consulting for customers on procedural issues and queries including quick solution for already known & documented issues
Share knowledge & best practices with the team.
Delivery of valuable content for Product Support Knowledge Base.
Contribute to Technical Knowledge Database.
Proper transition process of all business-critical occurrences to peers in other locations across the globe.
Participate in weekend support coverage as per roster planned globally.
Should be ok for Shifts on rotational basis
Continually develop expertise on new releases and product as demanded by business environment.
Benefits:
Salary is 25K, HM, company benefits
20 leave credits, 13th-month pay
WFH/Onsite
Send your resume to ****@openaccessbpo.com
Visit openaccessbpo.com to learn more about Open Access BPO
Requirements * Minimum education level: Vocational
Years of experience: 1
Language(s): English ,Tagalog
Availability for travel: No
Availability for change of residence: No
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Makati City, Metro Manila
Permanent
Full-time