Curran Daly & Associates
Published
April 11, 2019
Category
IT  
Job Type
Work Experience
2+ years’ experience in a customer support role for an Analyst role proficient in Spanish

Description

Service Support & Operations

  • Deliver first line support within designated geographic zones
  • Provide high-quality, technical support to Orica’s end users and ensure the effective and timely resolution of customer support needs
  • Register customer queries and deliver effective and timely resolution of service requests/incidents
  • Perform customer support activities as directed by the Lead – IT Service Desk
  • Proactive maintenance of outstanding calls for all queues
  • Handle ad-hoc requests for service status or one-time information retrieval
  • Administer service reporting tools, assemble and produce service reports, and manage service reporting distribution lists
  • Identify and record major incidents / problems for escalation to the Lead – IT Service Desk
  • Maintain accurate and complete records of resolution activities for future traceability and analysis
  • Apply consistent customer and service support standards and processes as outlined in the service desk procedures, and in adherence to Service Level Agreements (SLAs)
  • Follow procedures and policies to ensure that high quality service is delivered to customers
  • Review output data from Lead – IT Service Desk to track progress against service desk procedures and SLAs
  • Demonstrate a high level of customer focus with due care and attention to customer priority issues and appropriate levels of customer communications
  • Contribute to the development and updates to the knowledge base to ensure accuracy and currency of information (knowledge articles)
  • Collaborate effectively to ensure team goals are achieved

Key Qualifications

  • Tertiary qualification in IT or business-related discipline
  • 2+ years’ experience in a customer support role for an Analyst role
  • Must be proficient in Spanish and English language
  • Customer-service focused and able to handle challenging customer conversations
  • Demonstrates an analytical and systematic approach to problem solving, with proven troubleshooting and diagnostic skills
  • Investigates, defines and resolves complex problems in a variety of contexts
  • Plans, schedules and monitors work to meet time and quality targets
  • Works autonomously under general direction within a clear framework of accountability
  • Communicates fluently orally and in writing, and can present complex technical information to both technical and non-technical audiences
Apply
Please give us a link to your LinkedIn profile, if you have one.
Drop files here browse files ...

Related Jobs

SAP Consultants | McKinley, Taguig   McKinley, Taguig, Philippines new
June 21, 2019
GMNS Sales Specialist   Singapore, Singapore new
June 21, 2019
Senior Manager for Tax Compliance and Reporting   BGC, Taguig, Philippines new
June 21, 2019
Account Coordinator (Business Services) | Financial Reports & Business Development   12F Robinsons Summit Center, Ayala Avenue, Makati, Philippines new
June 21, 2019
Head of Architectural Design   Metro Manila, Philippines new
June 21, 2019
Share This
Are you sure you want to delete this file?
/