L1 End User Support (Cebu)

Job Summary

We are seeking a skilled and motivated End User Support Case Handler to join our team. The primary responsibility of this role is to manage end user support cases from initiation through resolution. The ideal candidate will have a strong background in customer service, excellent communication skills, and the ability to effectively prioritize and manage multiple cases simultaneously.

Job Responsibilities

• Act as the primary point of contact for end users, handling inquiries and support requests via email, or ticketing system.

• Log and track support cases, ensuring accurate documentation of all interactions and resolutions.

• Assess the severity and urgency of each case, prioritizing accordingly to meet service level agreements (SLAs).

• Investigate and troubleshoot technical issues reported by end users, providing timely and effective resolutions or escalating to appropriate teams as needed.

• Collaborate with internal teams, including technical support specialists and engineers, to resolve complex cases and ensure timely resolution.

• Provide regular updates to end users regarding the status of their cases, keeping them informed throughout the resolution process.

• Identify trends or recurring issues and work proactively to address root causes, implementing preventive measures to improve overall service quality.

• Train / Organize user training remotely and/or face to face.

• Update knowledge-based articles and technical related documents.

• Perform manual, regression and UAT testing.

• Ensure compliance with company policies and procedures, as well as industry regulations, in handling and resolving support cases.

Job Qualifications

Must Have Skill(s):

Technical Skills

• Bachelor’s degree in computer science, Information Technology, Business Management, or related field preferred.
• Proven experience in a customer support or technical support role, preferably in a help desk or service desk environment.
• Knowledge of IT systems and business applications, including mobile, software and its interface.
• Experience with ticketing systems and support tools, such as ServiceNow, Freshdesk, or Jira, preferred.
• Excellent communication skills, both verbal and written, with the ability to effectively communicate technical information to non-technical users.
• Strong problem-solving and troubleshooting abilities, with a focus on delivering timely and effective solutions.
• Ability to work independently and collaboratively in a fast-paced environment, managing multiple priorities and deadlines effectively.
• Should have strong analytical skills with the ability to identify problems, investigate relevant facts, and find logical solutions.

Good to have:

• System Implementation experience
• System Testing
• Training new user
• Knowledge or experience in MS Office Applications.
• Data Analysis

Work Arrangement:

Location: Paseo, Makati City

Work Schedule: Shifting Schedule (24x7 support environment)

Work Set-up: Hybrid