Monitors system alerts and facilitate, process, and handle incidents to ensure restoration of normal services and minimize impact on customers- Acts as a single point of contact to all customers and responds to inquiries via phone calls, emails, and web portal
Manages customer incident life cycle including escalation, follow up with NOC, incident and activities updates and constant communications with customer to provide right level of visibility and status
- Records, classifies, prioritizes all incoming customer incidents and endures proper data collection, complete incident documentation, and prompt updates
Troubleshoots issues based on standard operation procedure, and follow up with 3rd party manufactures, vendor, suppliers and telecom on behalf of customers to resolve incident- Maintains and improves customer satisfaction, experience and confidence through sustainable, scalable and available service delivery operations
Escalates incident as necessary internally or to 3rd party bases on contracted and expected SLAs
Graduate of any 4 years course
- 2-3 years of experience in Service Desk in a BPO industry
Good communication skills- Amenable to work in a shifting schedule and full time onsite ( Ortigas, Pasig )
Job Type: Full-time
Pay: Php26,- 00 - Php32,000.00 per month
Schedule: - 8 hour shift
Evening shift
Overtime
Rotational shift
