Customer Support Analyst

Unleash Your Talents with Us!

Hi there, our future Customer Support Analyst! Happy to see YOU here.

Here at Integrated OS, you'll be part of a team of passionate individuals who are committed to delivering exceptional offshoring services. Bringing in an array of skills and talents from different areas of business from Finance, Human Resources, Information Technology, Customer Service, and Marketing to Sales and Operations.

From humble beginnings, we have built our company from our first team member onwards. Initially, we were lending support to an Australian print manufacturer - The Lamson Group.

Since then, we have continued to uphold our core values and culture and developed a deeper understanding of how people need help to succeed in their goals. And YOU might be a part of this amazing growth as our team keeps growing above all expectations!

What you'll do:

The Customer Support Analyst is responsible for providing exceptional support and service to users of POS systems. This role involves diagnosing and resolving technical issues, assisting with system setups and updates, and ensuring customers have a seamless experience with their POS solutions. The ideal candidate is tech-savvy, customer-oriented, and adept at problem-solving in a fast-paced environment.

Key responsibilities for this role include:

• Technical Support: Provide frontline support for POS systems via phone, email, or chat. Troubleshoot hardware and software issues, guiding customers through solutions in a clear and efficient manner.
• System Maintenance: Assist with the installation, configuration, and maintenance of POS systems. Ensure systems are up-to-date with the latest software and security updates.
• User Training: Educate customers on the effective use of their POS systems, including features, functionality, and troubleshooting steps.
• Create and update user manuals and training materials.
  
• Issue Resolution: Identify, diagnose, and resolve POS system issues, including connectivity problems, transaction failures, and system errors. Escalate complex issues to higher-level support or technical teams as needed.
• Customer Interaction: Engage with customers to understand their needs and concerns. Provide prompt and courteous service to ensure customer satisfaction and retention.
• Collaboration: Work closely with other support teams, software developers, and vendors to address and resolve technical issues.
• Coordinate with field technicians for onsite support when necessary.
  
• Documentation: Maintain accurate records of customer interactions, issues, and resolutions in the support ticketing system. Document common problems and solutions to build a comprehensive knowledge base.
• Process Improvement: Identify trends and common issues in support requests. Provide feedback to management on potential improvements in systems, processes, and customer service practices.
  
  

Successful candidates must have:

• Open for Fresh Graduates.
• Strong English communication skills, both written and verbal.
• Thorough understanding of marketing and negotiating techniques.
• Aptitude in delivering presentations.
• Willingness to work on-site in Alabang, Muntinlupa and work on night shift schedule.