Technical Support Representative - Philippines, Taguig - Ascendion

    Ascendion
    Ascendion Philippines, Taguig

    1 araw ang nakalipas

    Buong oras ₱240,000 - ₱480,000 (PHP) bawat taon *
    Paglalarawan

    Qualifications:

    • Must have bg in IT/ At least 1 year of experience
    • Comfortable working on-site at BGC, Taguig
    • Open for undergraduates
    • Can start ASAP

    Core Job Function

    Triage

    • Handle customer questions, incidents and service requests
    • Communicate in the language of the customer by avoiding technical terminologies and jargon
    • Gather information from customer by asking probing questions to analyze symptoms and identify underlying problem/s
    • Assess/determine impact and urgency of the incident to the customer and the business
    • Work to build cooperative relationships with customers
    • Give customers a realistic estimate of the time it will take to resolve an incident or request
    • Escalate ticket to the appropriate level 2 support team and ensure ticket hand off, whenever applicable
    • Log the ticket accurately with all the important information provided by the customer
    • Provide enough information about the customer's issue in the ticket, prior to escalation, to ensure that the Level 2 support team can begin working on resolution for the customer
    • Demonstrate willingness to take ownership of the call by acknowledging the customer's concern

    Diagnosis and Resolution

    • Use all available resources (Knova, HPI.SME, etc.) to ensure consistency of resolution and avoid unnecessary escalations
    • Follows the correct troubleshooting steps to resolve password reset and account related concerns
    • Maintain and improve current technical skills, through regular training and coaching sessions

    Compliance to Company Standards

    • Avoid and discourage the use of unprofessional language
    • Encourage good security practices, such as following secure password reset rules and PCI compliance standards
    • Prevent unauthorized access to proprietary and sensitive company data by following procedures and requiring proper authorization prior to granting access
    • Discourage and report software piracy
    * Ang saklaw ng suweldo na ito ay isang pagtatantya na ginawa ng beBee
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