Customer Support Officer

Customer Support Officer

GroWorx
Metro Manila / NCR
1 - 5 Years
Not Specified

Job Description

You Will Do:

  • Identify known issues and communicate any existing workarounds to the customer and clients
  • Update Knowledge Base as required
  • Provide reporter updates throughout investigation and resolution process
  • Review feedback and feature requests
  • Ticket triage (inc. assignment of Priority based on the agreed guidelines)
  • Initial review of incidents and initial engagement with customer
  • Identify user error issues
  • Respond to business enquiries
  • Seek assistance to the customer over the phone, chat or email
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by customers
  • Direct unresolved issues to the next level of support personnel
  • Record events and problems and their resolution in logs
  • Follow-up and update customer on the status of the reported incident
  • Identify and suggest possible improvements in the processes and procedures
You Should Have:
  • Proven experience as a help desk technician or other customer support role
  • Tech savvy with working knowledge of office automation products and databases
  • Good understanding of computer systems, mobile devices, and other tech products
  • Ability to diagnose and resolve basic technical issues
  • Proficiency in English
  • Excellent communication skills
  • Customer-oriented and cool-tempered
  • Willing to work on a shifting schedule, holidays and weekends
  • Amenable to work in Alabang

About GroWorx

About the Company:

GroWorx is an exciting global firm that brings modern consulting and outsourcing services to drive real organisational value in digital, operational and marketing performance.

With industry veterans and strategic partnerships with the leading cloud technology platforms, we bring tremendous breadth and strength to our people and our clients. It allows us to build from the ground up a cloud only, digital native business, where we are driven by the ennobling premise— to help companies and communities achieve their potential.

Our key Service Tribes are
ScaleDigital: which Think, Build and run Digital software solutions using our unique global teams
ScaleOperations: who help organisations improve and run their business functions using globally outsourced teams
ScaleBrand: a global Tribe dedicated to driving brand engagement and revenue for our clients

At the centre of the GroWorx vision is to contribute to the communities we operate. This Impact Sourcing builds delivery capability in emerging economies to tap in their rapid growth of emerging talent, and develop that talent with the business and technology skills needed for a modern business and modern economy. With these advanced skills, the salaries and living standards in those communities rise. By partnering with government, local industry and educational institutions, we are able to build delivery centres where they are needed most.

GroWorx is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Opportunities for short term internal travel open to interested and high performing candidates.

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