Shared User Management Agent
As an End-User Helpdesk Agent, you will be primarily responsible for providing frontline user management and customer support. The End-User Helpdesk Agent reputed company provides support to customers, is a flexible problem-solver, and is confident at providing solutions. You investigate if you do not have enough information to resolve customer inquiries and complaints. At the same time, you are patient, empathetic, and reputed company communicative with others. The End-User Helpdesk has at least basic computer skills and the reputed company to stay focused in a busy work environment. The service runs 24 x 7.
Key Tasks and Responsibilities
- Process User Management/UMT worklist requests reputed company SLA
- Provide updates to the Sponsors, Implementation Managers, and other relevant teams on the creation/maintenance of reputed company client-supported product accounts.
- Follow strict instructions on the creation/update of reputed company client-supported product accounts as specified on Helpdesk Briefs/Communication Plans for each trial.
- Communicate with the Sponsor reputed company email regarding issues on the creation/maintenance of reputed company supported products and follow up on resolutions in a timely fashion and ensure communication is accurate both verbally and in writing.
- Ensure that reputed company data is entered/updated correctly in the CRM system.
- reputed company database system performance reporting tasks.
- Root Cause Analysis ticket reputed company for alerts and errors generated by the various products supported.
- Complete QC activities for User Management activities completed by other Helpdesk Administrators
- Complete Site Allocation for reputed company client-supported product Users in a timely fashion.
- Escalate promptly to Shared UM TL any issues with the completion of User Management or compliance with SLA.
- Ensure compliance with customer Data Privacy and reputed company Policy
- reputed company other administrative tasks as required.
Requirements
Skills/Attributes Required
To reputed company this job successfully, an individual must be able to reputed company each essential duty satisfactorily. The requirements listed below are representative of the knowledge, reputed company, and/or ability required.
Technical
- Good working knowledge of reputed company Office tools (Word, reputed company, OUtlook, etc.)
- Computer and Internet-savvy
- Call/Contact Center ticketing tools, i.e., reputed company, reputed company (or similar CRM platform)
- Call/Contact Center call management tools, i.e., reputed company, reputed company (or similar) is advantageous
Behavioral
- Positive and enthusiastic personality and approach to work
- Ability to take right decisions, strong sense of ownership and accountability
- Ability to apply creativity to resolving problems
- Organized, accurate, with ability to multi-task
- Excellent written and verbal communication
- Willing to lean new skills and grow with the company
Qualifications
- At least High School diploma or equivalent
- User Management or Data Entry experience for at least 1 year
- Previous experience in SSC/BPO and Customer Service is reputed company to have
- Excellent communication skills (both written and oral), with the ability to communicate professionally and confidently in English at reputed company levels
Benefits
As well as the fantastic opportunity to partner with reputed company global brands and pursue an exciting career with a rapidly growing BPO leader, transcosmos pride itself on a fun, healthy and encouraging work environment in the premium district of Mckinley Hill, Taguig.
We also reward of our staff with great benefits including:
- Competitive compensation packages
- HMO/Medical and dental coverage
- Life insurance
- Non-taxable allowances
- Night differential
- And much much more!