The purpose of this role is to technically support the client’s customers who purchase their products and services. The Service Desk Analyst will be responsible for supporting small to medium enterprises and larger organizations as well as development and maintenance of customer relationships within a set number of complex corporate accounts.
A high level of client relationship skills and problem solving for solution development is required for this role. Success will be evident in the measurement of client satisfaction, reduction in support issues, first call resolution and end-to-end resolution of issues.
Responsibilities
Responsible for support of technical products and environments
Offer an exceptional level of customer service to all of the client’s customers in every interaction
Train all new clients on the system and ensure new starters are adequately inducted when they commence
Maintain and create knowledge base. Create a knowledge base that can be used internally and externally for our Clients as well as to ensure the knowledge base is updated daily
Major incident management. Responsible for end-to-end management of priority one issues in alignment with ITIL
Build and manage effective relationships with the client’s groups that support the sales, implementation, and on-going customer support activities
Provide clear and positive communication to all relevant people to ensure that the customer’s needs are met.
Maintain positive relationships and build relationships with our vendors
Network troubleshooting
Ensure each reported problem is resolved in a timely manner, tracked according to standards and escalated as appropriate
Work independently within established policies and procedures. Communicate problem resolution and additional information to customer groups, engineering and support teams, and other IT support groups
Responds to customer inquiries concerning system software and applications and able to communicate technical problems in a non-technical manner, to customers with varying levels of technical expertise
Follows customer issues through to completion to ensure resolution and customer satisfaction have been achieved
Assist in creating technical documents, and training material
Provides work direction, problem resolution, and training to other technical support personnel
Any other task/duty as directed by client/management
Qualifications
Bachelor’s Degree in Computer Science, Engineering or related field
At least 2 years’ experience in a supporting a contact centre solution such as Vocalcom, Genesys, Avaya, New Voice Media or similar contact centre solutions
Candidates with Amazon and Salesforce certifications are desirable
Background and experience in Interactive voice response (IVR) technology and set-up
Experience in managing key technical relationships and troubleshooting technical issues
High levels of personal commitment and willingness to accept responsibility for one's own actions
Becomes involved in customers’ decision-making processes
Leverages personal credibility and networking abilities
Motivational and persuasiveness skills together with high level interpersonal skills
Comprehensive planning and administration skills
Ability to enlist senior support to influence a desired outcome
Strong verbal, written, presentation and effective listening skills
High level analytical capabilities
The flexibility to meet the changing environments of both the market place and of the client
Proven history of working in a pro-active and entrepreneurial manner
Strong team-working skills and results-driven
Highly skilled in driving customer satisfaction
Knowledgeable in supporting Microsoft Word, Excel, PowerPoint, Outlook, CRM – Contact Centre Solutions
Ability to diagnose, troubleshoot, obtain results, provide solutions for a broad range of technical problems
Responsible; able to manage time effectively and work efficiently, both with and without direct supervision
Interpersonal Skills, specifically working with co-workers, customers, and management
Sound technical understanding of the products and services the client will sell
Exceptional customer service written and verbal
Willing to work Taguig City in a shifting schedule
Unlock Global Potential with HGS
We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.
Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.
At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.
