Managed Services Specialist and Tech Support
Job Summary:
As a Specialist in Managed Services, you will provide specialized technical assistance and support to our customers, focusing on resolving complex technical issues, providing advanced troubleshooting, and delivering high-quality solutions that meet customer needs and exceed expectations.Leveraging your expertise in our products, platforms, and technologies, you will collaborate with cross-functional teams to address customer inquiries, troubleshoot technical problems, and ensure a positive customer experience. This role offers an opportunity to work with cutting-edge technologies, solve challenging technical problems, and contribute to the success of our customer support organization.
Work Set up: Onsite @ Greenhills, San Juan, Metro Manila
Responsibilities:
- Get connected and handle inbound and outbound queries
- Turn our program administrators and internal stakeholders into Raving Fans by providing world class program support
- Handle all inquiries from our program administrators, responding via phone and through Mavenlink, including updating clients on the progress of their requests
- Assignments may also be provided by leadership to ensure customer coverage and assistance with escalated issues
- Use your epic problem-solving skills to resolve inquiries, program assistance requests, and complaints
- Handle multiple case types from our program administrators including functionality issues, structural changes to their programs, campaigns and reporting requests
- Partner with other teams to resolve client issues when required
- Navigate our platform like a pro and stay up to date with new features and releases, including leading the way in knowledge for our product
- Assist management in keeping the team up to date with product and support knowledge
- Recognize your peers and be recognized for being awesome!
- Troubleshoot issues with computer systems, web-based applications, and mobile technology
Qualifications:
- 3-5 years of related work experience
- Exceptional communication and interpersonal skills
- Basic HTML capabilities and overall technical aptitude
- Experience working directly with customers or clients
- Experience within a metric-driven environment
- Fluent in computer applications (MS Word, Excel, Outlook)
- Ability to understand technical aspects of software functions
- Ability to manage your time and tasks effectively since at any one time you will be responsible for multiple cases for multiple clients.
Benefits:
- Competitive Salary
- WEEKLY PAYOUT!
- HMO coverage for employees plus 1 dependent
- Medical & Dental benefits, and Life Insurance
- 10% Night Differential
- Personal Time Off
- 13th month pay, Holiday pay
- Company events
- Employee Referral Program incentives
- and many more...
About the Company
Transparent BPO is a leading provider of contact center BPO services. Through talent, process and technology we integrate with our client’s brand and culture to deliver a superior customer experience across all channels. We are looking for talented people who are committed to achieving excellence and will help us to continue to be a world-class provider of outsourced contact center solutions for our clients.