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IT Support Specialist

Salary undisclosed

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You will be responsible for providing enterprise-level support to our customers and partners via call, chat and/or email. This is a very dynamic role where you will provide technical assistance, troubleshoot, and resolve customer problems.

Your Role

Your Responsibilities

  • Field incoming help requests from end users via both telephone, e-mail and ticketing system in a courteous manner.
  • Resolve problems in response to customer/system reported incidents via trouble tickets.
  • Setup and configure requests together with customer(s).
  • Prepare error diagnostics and detailed problem descriptions for escalation and handover.
  • Improvement of customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
  • Other one-time tasks assigned by Manager

Your Skills And Experiences

  • Investigative nature, able to discover the problem of the customer, partner or stakeholder.
  • Skilled with M365 and Active directory (Office, Teams, One Drive, Intune, Active roles, etc.)
  • Highly focused, with high interest in solving problems using existing / new technologies.
  • Keen attention to detail with demonstrated ability to understand the big picture.
  • Proactive, efficient, customer-focused and able to work under pressure with tight timelines.
  • Effectively and efficiently manage multiple assignments and competing deadlines with minimal supervision.
  • Ability to interact with different countries, cultures, clients (internal and external).
  • At least 2-3 years of technical support experience.
  • Good communication and presentation skills.
  • Excellent English language skills, both written and spoken.
  • Optional Multi language Spanish, German, French
  • Experience in logistics- or transport business is preferred.
  • Must be willing to work in a hybrid environment (office is based in Pasay City - Four Ecom Center)
  • Must be open to shifting schedules.