- Provide first contact support of incoming incidents or requests to the service desk via phone, web portal, email, and chat to ensure courteous, timely, and effective resolution of customer issues
- Build rapport and elicit problem details from service desk customers
- Prioritize incidents and service requests according to defined processes to meet defined SLAs
- Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution
- Escalate incidents with accurate documentation to internal escalation teams when required
- Follow up and make scheduled call backs to customers where necessary
- Reinforce SLAs to manage customer expectations
- Research solutions through internal and external knowledgebase as needed
- Identify and learn appropriate software used and supported at GHD Digital
- Test fixes to ensure an incident has been adequately resolved
- Contribute to customer knowledgebase as needed
- Provide suggestions for continual improvement
- Understand and follow business processes and procedures
- Stay current with product changes, and updates
- Minimum 1-3 years of experience in Customer service and support or similar role, ideally in a web-based software context
- Comfortable responding to and making phone or video calls to customers
- Able to communicate clearly and effectively, orally and in written format
- Strong documentation skills
- Knowledgeable in relevant software applications such as Microsoft Office Suite & collaboration products, MS Windows, and Service Desk tools such as Zendesk and Jira
- Experience debugging and troubleshooting web applications
- Working knowledge of web browsers and their general functions
- Knowledgeable in ITIL Foundations principals
- Fluent in written & spoken English in order to provide excellent communication and client support
- Experience working with municipal and other public sector organizations in North America
- Proficiency in either Spanish or French languages
- Knowledge of website and web application trends such as responsive design, structured data, SEO, analytics, accessibility, security etc
- Familiarity with the software development lifecycle and SaaS business operations
- Experience working with Jira, Confluence, HubSpot, or various digital task tracking tools
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Product Support Specialist - Philippines, Pilipinas - GHD Group
Paglalarawan
JOB DESCRIPTION
At GHD, we don't just believe in the power of commitment, we live and breathe it every day.
That's why we pledge to empower all of our people to make a positive impact. Combining our deep technical expertise with the capabilities of our clients and partners, we respond to some of the most complex challenges facing our planet today.
We are looking for aProduct Support Specialistwho will be the face and the voice of our company, providing front-line support services to our clients. As the first point of contact for clients questions and concerns, you will deliver exceptional customer service while prioritizing, troubleshooting, resolving, and escalating tickets in line with our service desk procedures - and documenting information every step of the way.
About you:
You love to help people and flex your problem solving skills, and you get from finding a solution to a problem. You're a tech-savvy power user who is highly comfortable in the digital landscape, and confident to learn-by-doing with new software. You're a great listener and have high emotional intelligence. You have a positive outlook, a lot of patience and resilience, and are a supportive and collaborative team member. You enjoy working independently. Juggling shifting priorities comes easily to you and you thrive in a fast-paced environment.
What you'll do:
Your skills, experience and qualifications:
We won't complain if you also have:
Work schedule:Monday to Friday - 9 pm to 6 am
Applicants must be a Filipino citizen or have the right to work in the Philippines.
Organisations don't innovate, people do.
As part of our digital transformation business, you'll help clients unlock innovation, embrace the future and change communities for good.
And we'll help you stimulate new thinking, accelerate your career and connect you to projects that really matter.
Join our team of over 600 data scientists, design thinkers, immersive digital consultants, project managers and innovators, all working to create positive change for generations to come.
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