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Technical Support Representative
Technical Support Representative
Technical Support Representative
Date Posted:
2011-07-21
Call Center Company: SPI Global
Description:
SPI Global is looking for individuals who are qualified for the position of Technical Support Representative.
Successfuly applicants for Technical Support Representative will have a great career in SPI Global.
Provides application support services for first line and routine second line support tickets, relating to access, application functionality, usability, reporting, data integrity and content.
Manages user administration and access entitlements for supported applications.
Handle user support requests/service tickets quickly and efficiently through utilizing existing documentation, training and resources ensuring that ticket requests are accomplished according to the set standard response/resolution time. This entails recording, tracking, resolution and escalation, where applicable, of WPT/Content Technology application-based user queries and issues.
Records and categorizes issues into issue tracking system and reporting results on handled opened/closed issues.
Diagnoses ticket requests effectively to resolve and come up with solutions and appropriate actions to complete the ticket request. Escalates problems to management, IT, or system developers/analysts where applicable.
Analyzes data, sourced from disparate systems, in order to identify/resolve data problems.
Interfaces with customers/user to understand the requirements and solicit relevant information to sufficiently describe non-routine problems to other client service groups (i.e. Development group, IT, etc.) for the completion of a particular ticket.
Follows issues through completion and effectively communicate results back to users and/or management (where appropriate) according to client’s satisfaction.
Participates in the creation of training materials and conducts user training of supported applications.
Comes up with improvement initiatives and new ideas to solve and complete tasks and tickets.
Speaks of ideas clearly and articulately in all situations.
Graduate of at least 4-year Computer/ IT-related course
Must possess good spoken and written English communication skills
Must have strong analytical, problem-solving skills and decision-making skills, i.e. with strong judgment about when appropriate issues should be escalated to management
Must have strong organizational skills with careful attention to detail
Must have the ability to set priorities and multi-task
Must possess a high level of interpersonal and customer service orientation skills
Experience in Help Desk operations and management is preferred but not required
Must be familiar with internet usage, Microsoft Office products, various Operating Systems (PC and MAC platforms, OS and browser configurations), FTP system, etc.
Must have basic knowledge in desktop and application support troubleshooting
Call Center Directory advises to all job seekers to apply as walk-in applicant for Technical Support Representative job opening of SPI Global.
You can apply at the following SPI Global location(s):
SPI Global Paranaque
SPI Global
Sky Freight Building 2nd Floor
Naia Road Pascor Drive Santo Niño
Paranaque 1700 Philippines
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