Executive Technical Support - English and Tagalog Language Support

Executive Technical Support - English and Tagalog Language Support

Job Description

The Responsibilities of the Role:

• Guide customer according to solution trees and knowledge base to solve incidents and service requests (e.g. HW Troubleshooting, Password resets, SW configuration, etc.). If not successful inform the customer about the next steps.
• If necessary, cancel a customer incident at customer's request or update the information in the ticket and answer on customer enquiries regarding status of request processing.
• In dedicated cases provide briefing information to appropriate internal/third party provider based on Statement of Work.
• Operational Deliverables and Contribution.
• Handling Voice/ Non-Voice customer, including detailed recording of the issue according to defined processes.
• Check if reported incident is covered by process and if caller information and address details are ...