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Technical Support Specialist

Job Category:

Information Tech

Job Level:

Professional

Open Date:

09-Nov-2021

Location:

CITY OF MAKATI

Close date:

31-Dec-2021

Client Industry:

SHARED SERVICES

Job Description and Qualification:


Scope:
Working experience in Support SaaS
Working experience in System governance
Web design (basic)
Knowledgebase management
High degree of drive, self-motivation, curiosity and excellent communication skills in English
Working experience with SaaS solutions
High knowledge of office applications and general software, Microsoft Office365 apps, Word, PowerPoint, Excel, SharePoint, OneDrive, Visio; Adobe Acrobat etc
Graduate of BS IT
Can start immediately
Open to work in Makati but must also be capable to work from home with strong internet connectivity
Open for any shifts
Scope:
  • You will work within a Global Technical Support team to manage and administrate our Support solution, currently Zendesk.
  • You will enable our Global Technical support team and other users of the Helpdesk solution to provide the best support possible.
  • This by continuously improve our setup of the solution and knowledge database. We strive to automate and digitalize our way of working as much as possible.
  • You will administrate and continuously improve the setup and ways of working within:
    • Ticket handling
    • Knowledge database – including minor html changes
    • Call functionality
    • Reporting
    • Integrations from developed solutions
  • Drive improvements to processes and design enhancements to automation to continuously improve the Zendesk environment.
  • Manages the integration and functionality of main help desk ticketing software with other IT systems and support tools. Produces dashboards, queries, views, and/or other configuration requirements used to track and evaluate group and individual performance.
  • Manages the integration of a hosted call manager system with the help desk software so they work together seamlessly and provide required functionality. 
  • Manages the integration of a hosted knowledgebase platform used in conjunction with self-help web portal, live chat tool, and help desk software. Regularly monitors knowledgebase operations and introduces updates as necessary.  Maintains individual user account access to online content.  Provides periodic reporting as required.
  • Manages the integration of a live chat support tool to be used by technical support team in conjunction with self-help portal, help desk software, and call manager system.  Implements and maintains live chat interface for external customers.
  • Responsible for web design and customization of self-help web portal according to existing company brand guidelines and standards.  Ensures seamless operation between web portal and knowledgebase to ensure content is accessible by users 24/7 as appropriate.
  • Responsible for maintaining web portal user accounts and access to content.
  • Responsible for creating and maintaining online request forms for use in technical support, repairs, customer orders, and other functional areas.  Works with other teams and locations to ensure the information captured meets requirements and performs modifications when requested.  Duties include publishing form links in a suitable manner to web portal and other platforms. 
  • Responsible for reviewing and publishing technical articles and FAQ from the support team to the knowledgebase Evaluates and configures access rights and search attributes for online content.  Regularly audits online content to ensure current and relevant information is published.
  • Maintains online repository via Microsoft SharePoint for technical product support documentation, team training material, and other internal support resources.  Site to serve as initial dashboard to other team sites, resources and tools.
  • May be asked to provide technical support when higher call load requires more resources.
  • Fulfills other duties not listed here as assigned by senior or immediate manager.

Salary:

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