Helpdesk Assistant - Makati

Basic Function:
The Helpdesk Assistant provide customer service to answer customer requests for assistance either in person, by email/chat or over the phone for technical support.

Main Job Duties and Responsibilities:
- Answers telephone and respond to basic customer questions using established methods provided in training. Forwards call to appropriate personnel.
- Processes customer requests by sending faxes, returning telephone messages, sending mail documents, or using other related communication under direct supervision.
- Follow up with customers to ensure complete resolution of issues.
- Responds to customer inquiries to ensure customer needs are met.
- Prepare activity reports
- Inform the management of recurring problems
- Work closely with Field Engineers and provide assistance on tasks that are outside the scope of their knowledge or expertise.
- Administering portal processes e.g.: Parts requisition, case report, case update.
- Helpdesk Ticketing administration.

Education and Experience:
- Must have Bachelor’s Degree in any field.
- With at least a year of work experience
- Knowledge and experience of customer service practices
- Experience in customer service or relevant role is an advantage
- Proficiency in MS Office with expertise in Microsoft Word, PowerPoint, Excel and Outlook.

Oher Information:
- Location: Makati
- Work Schedule: Monday to Friday: 8:30am to 5:30pm | Saturday: 8:30am to 12:00pm (once a month only)

Additional Offers/Benefits: SIL after one year of service, with annual increase, Mandatory Benefits