Global Support Specialist

Responsibilities

• Provide first level contact to customer and carrier requesting assistance through email, ticket or over the phone.
• Perform first level analysis of issue or request and determine if resolution can be provided within Global Support team.
• Process request or provide resolution to issue within Global Support Services scope.
• Triage ticket or email to Functional team owner, monitor progress up to ticket closure within SLA.
• Manage tickets received through Help Center, regularly monitor, follow-up aging open customer tickets and provide latest update.
• Document workflows, Help Desk operating procedures.
• Create manual customer and LSP reports as required.
• Perform prepayment processing on selected customers.
• Acts as an advocate for continuous improvement, identifying opportunities and efficiencies.

Requirements

• College graduate of Bachelor’s degree in Computer Science, Information Technology, Industrial Engineering, Computer Engineering or other related fields 1-2 years Work experience in a similar role Excellent analytical, interpersonal and communications skills; must be able to articulate a response to a caller in limited amount of time.

The Qualifications

Proficient in MS Office (Advance knowledge in MS Excel and MS PowerPoint), Knowledgeable with Jira is a plus Excellent attention to details and can work in a fast-paced environment Candidate must be willing to work on either day or mid shift Ability to collaborate and work well in a team Fast learner and able to work with minimum supervision Willing to be assigned in the NIGHT shift (9:00 PM - 6:00 AM, PH time)