Technical Support Associate - Mandaluyong - Euronet Merchant Services APAC (f.k.a Pure Commerce)

    Euronet Merchant Services APAC (f.k.a Pure Commerce)
    Euronet Merchant Services APAC (f.k.a Pure Commerce) Mandaluyong

    20 oras ang nakalipas

    Accounting / Finance
    Paglalarawan

    Job Specification

    • Handle and resolve both Tier 1 and Tier 2 level type of tasks and incidents.
    • Be a point person for escalations and identify severity of issue.
    • Works closely with Team Supervisor to ensure SLA targets are met. This includes actions required to maintain or improve service levels.
    • Improve current support processes and be able to create new process documents.
    • Initiate and escalate issues to proper support teams / departments to ensure resolution.

    Job Requirements

    • Preferably with at least 2 years of experience in technical support role and/or BPO experience.
    • Preferably with advance skills in technical troubleshooting.
    • Excellent English communication and de-escalation skills
    • Willingness to take ownership and show initiative to achieve results.
    • Preferably knowledgeable in Point-of-sale (POS) machines/terminals.
    • Has used or knowledgeable in ticketing software (e.g. Zendesk, JIRA helpdesk, SNOW, Salesforce).
    • Strong client service skills and a passion for delivering service excellence.
    • Analytical skills with an aptitude for problem solving and willingness to exceed for clients.
    • O365 / Microsoft Office proficient (Outlook, MS Teams, Word, Excel).
    • A good teammate, able to integrate and build rapport quickly.
    • Can work independently with minimal supervisor required.
    • Respect for process governance

    *** Office Location: The Podium West Tower, 12 ADB Avenue, Ortigas Center, Mandaluyong City


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