Provide strong diagnostic and fault resolution skills to resolve most Level 1 and some Level 2 Service desk calls to increase the service to the business.
Manage and escalate existing and new User Support Analyst calls in line with business priorities to ensure that all stakeholders are informed of the status and issues are resolved in a timely fashion
Working with multiple stakeholders and a high volume of User Support Analyst calls in a complex environment
Bachelor's degree in Computer Science, Information Technology, Software Engineering or any related field
At least 3 years of experience providing remote assistance or IT helpdesk support
Certification with Microsoft (MCSE), Cisco (CCNA), Citrix or any other vendor certification is required
Demonstrate experience and strong working knowledge with standard software applications, including MS Office and Windows 7 / 10.
Willing to work on a dayshift schedule at Mall of Asia Complex, Pasay City.
Applicants are encouraged to walk-in! Please visit out career hub located on the ground floor of the TwoE-Com Center, Tower A, along Harbor Drive corner Palm Coast Avenue by the Mall of Asia Complex. Please bring an updated copy of your resume and a valid ID.
MicroSourcing Philippines Inc, is one of the leading outsourcing solutions providers in the Philippines. We specialize in setting up offshore operations for foreign clients who operate in a wide variety of industries all over the world. Our offices are located in the Eastwood City Cyberpark, Mall of Asia Complex, Bonifacio Global City, Ortigas and Cebu IT Park and form the perfect professional environment from which we can run our various projects. MicroSourcing is a fast moving and flexible company with a great international management team.
CCNP, CCNA, Cisco Video Conference Solution, Cisco Security, Cisco Voice, ICS (SCADA), ITIL, Cisco technologies, Cisco ASA FW rules, PAC Scripts, Zscaler and Jet Nexus LBs, Office Suite, Solar Winds, Windows 7 OS and Windows Server OS
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases