Call Center / IT-Enabled Services / BPO

Rainmaker Asia

Industry: Call Center / IT-Enabled Services / BPO

Type of Company: Private Limited Company, Local Based CompanyTechnical Support Representative

(National Capital Reg - Makati City)

Responsibilities:

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Receives incidents via telephone or web submits
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Answers inbound inquiries and reported incidents about computer issues
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Documents incidents/concerns reported by customer using client-specific system
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Ensures that information and template logged in the ticket is accurate and complete
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Resolves incidents/concerns if within scope of function to ensure performance of first contact closure
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Prioritizes tickets as Urgent, High, or Standard level incidents depending on it’s impact and urgency
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Escalates unresolved incidents/tickets to concerned department for resolution using the appropriate and/or client-specific system
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Responds to customer’s requests for information regarding the status of reported incidents/tickets.
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Sends email to customers (e.g.; links, troubleshooting steps and instructions.) in relation to his/her incident/issue. Provides information to customer via acceptable channel of communication
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Monitors the incident/ticket until it is resolved if deem necessary

Requirements:

* Candidate must possess at least a Vocational Diploma / Short Course Certificate, any field.
* Applicants must be willing to work in Makati City.
* At least 6 months experience as Technical Support Representative in a contact center
Company Address: 4th Floor AlphaLand Southgate Mall EDSA Pasong Tamo Ext. Makati City -
Rainmaker Asia
4th Floor AlphaLand Southgate Mall EDSA Pasong Tamo Ext. Makati City -.