Mandaluyong, National Capital Region (NCR), PH, 1555
Description:
At Continuum Global Solutions, our vision is to be the leader in customer experience by connecting the right people with innovative solutions to deliver outstanding results. We will empower and support our employees to reach unimaginable heights while growing our business to make a global impact. Our can-do culture works together to make the ordinary exceptional.
Are you ready to be one that AIMS HIGHER. REACHES FARTHER in providing essential assistance to our organization's end users Can you ACT BOLD.BE PASSIONATE in becoming a reliable resource in the field of IT Helpdesk Can you BE ONE.HELP MANY in adhering to our IT policies, standards, and procedures Do you want to BE DIFFERENT.BE YOU and LEARN MORE.TAKE ACTION
JOIN OUR TEAM TODAY!
Position Summary: Project based IT Global Service Desk specialist. Primary role is to answer phone calls from employees globally, create and triage tickets and ensure they are delivered to meet business needs and expectations. Escalates advanced troubleshooting to tier2
ESSENTIAL FUNCTIONS:
95% - Provides Tier1 service or support through telephone or email to end users in accordance with the service level agreement and escalates to the next level when appropriate.
Manages and triages service requests and incidents effectively by understanding
customer needs and meeting service level requirements.
Takes inbound calls
Resets or configures company network accounts.
Documents incidents and resolutions within the call tracking application and provides
updates to the knowledgebase where applicable
Sends BCP alerts based on impacted sites and locations
Process equipment replacement
Manages shared mailbox
Performs basic troubleshooting for employee needing assistance
Process Onboarding and Offboarding requests
Performs end-user training as it regards assistance with supported applications
Provides first time set up assistance for new hires
Sends Alert/Maintenance/Event Notice
5% - May preform other related duties and responsibilities as assigned and/ or required
REQUIRED EDUCATION AND EXPERIENCE:
At least High School or Grade 10 graduate
Willing to work non-traditional schedules, weekends, or holidays, split off's depending on operational needs
With or without call center experience
Ability to converse and relay technical instructions in English
Ability to adapt in fast paced environment
This is a work on-site position
- *Paid training provided. Open to career shifters, with or without BPO experience as long as ready to take volume of calls from internal employees.
About Continuum Global Solutions, LLC
Continuum Global Solutions partners with top companies around the world to deliver customer care services through its global network of contact centers. Our global Fortune 500 clients rely on our vast expertise in customer care management to improve their customers experience. Continuum customer care and call center solutions leverage world-class voice, chat, email and social technologies. More than 11,000 employees serve top-tier clients across multiple industry verticals. Additional information on Continuum and our services can be found on our website.
Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws. Applicants have rights under Federal Employment Laws Family and Medical Leave Act (FMLA); Equal Employment Opportunity (EEO); Employee Polygraph Protection Act (EPPA).
Continuum recruiting correspondence will always come from a talent acquisition representative with an official @continuumgbl e-mail address. In addition, our representatives will never ask for any form of payment from a candidate or new hire. Please report suspicious activity to [Confidential Information]
