Customer Support Specialist

MyPass Global is on a mission to empower safe, agile & connected communities.

Our workforce onboarding and compliance management software is centred around a digital Skills Passport, designed to help organisations reduce their risk and cost of operations. Our vision is to become the trusted industry ‘source of truth’ for organisations and people. We don't limit ourselves to a single sector or location; rather, we strive to establish a global standard.

Our company values set the standard for the behaviours and mindset we expect from every “MyPasser”. Our values include:

BRING OUT THE BEST

We connect and empower people to build a safer future. We strive to create a positive and enduring impact, no matter how small.

CHALLENGE THE NORM

We pursue innovation by practising curiosity and always asking ‘why’. We challenge assumptions by seeking opportunities for growth and improvement.

TREAT PEOPLE WELL

We treat our customers, employees and partners as equals. We foster meaningful relationships through trust, compassion and respect. 

WALK THE WALK

We are accountable for our goals, actions and collective vision. We work with integrity and are true to our word, fostering a culture of open communication.

Position Purpose Statement

The key purpose of this role is to provide exceptional support to MyPass Global’s Customer base focusing on the key and strategic account business partners and to resolve their queries, concerns and issues by providing clear, accurate and relevant information, in accordance with our service level agreements.

Key Responsiblities

• Respond to customer inquiries via email and chat in a professional manner and in accordance with service level agreements.
• Performs daily ticket hygiene; review ticket updates and follow through relevant stakeholders to help expedite ticket resolution.
• Represents the VOC (Voice of the Customer) by liaising with the Strategic Account Representative/Specialists , Technical Support Engineers of case management use cases.
• Resolve customer issues and complaints in a diplomatic and effective manner and in accordance with our service level agreements and policies and procedures.
• Appropriate to the Severity Level of a ticket, the CSS must apply time management and prioritisation according to the Prompt Response SLA.
• Follow incident management protocols and escalate incidents and complex issues to the next support level and ensure appropriate follow-ups are made with the Customer
• Accurately record all customer interactions at Zendesk in accordance with standard operating procedures
• Maintain a thorough understanding and knowledge of the MyPass Global platform and services, including keeping up to date with new product releases and features.

Key Accountabilities

• Accountability / task (% of time)
• Monitoring and managing assigned tickets in accordance with service level agreements and internal policies & protocols. (90%)
• Ticket Assignment of 70-80% Strategic Account based customers. (90%)
• Attendance at internal meetings / daily huddles and training (10%)

Measures of Success

• 70% Quantitative (KPI Based)




• Support SLA 30%weight
• CES 25%weight
• SOLV 20%weight
• QA 25%weight




• 30% Qualitative




• Treat People Well 25% weight
• Challenge The Norm 25%weight
• Walk the Walk 25% weight
• Bring Out The Best 25% weight

Development Objectives

• 0-3 Months
• Build internal relationships with your support team mates, onboarding and key account officers.
• Develop an intimate understanding of the product and range of use cases. 
• Become proficient in the tools and systems required to perform the role to the expected level.
• Gain understanding of strategic account use case tickets.
• Participate in cross-skilling exercises to broaden your understanding of the product and services of MyPass Global




• 3-6 Months
• Develop proficiency in responding to strategic account use case.
• Develop excellent rapport with strategic account business partners.
• Develop or grow stakeholder management with Strategic Account Representatives, Strategic Account Specialist, Strategic Account Managers.




• 6 – 12 Months
• Develops Continuous Improvement mindset by providing input and ideas for process improvements.
• Demonstrates high calibre proficiency in communication with customers and stakeholders.
• Helps and supports a new hire CSR as a learner mentor.

Key Selection Criteria

• Must have a minimum of one (1) year experience in a SaaS/software customer support role
• Must demonstrate a good command of oral and written English
• Must display good analytical and problem-solving skills
• A graduate of Information Technology and any other related degrees is an advantage
• Must be willing to report to work onsite at our office in Cebu IT Park

Management:

- Determine and allocate the resources required to maintain and continuously improve the ISMS 

- Ensure information Security requirements are communicated and understood across all levels of the business

- Ensure business activities support the security of information

- Promote the continuous improvement of information security

- Ensure changes to the ISMS are effectively communicated to the business and stakeholders

Senior Leaders:

- Ensure direct reports receive instructions that adequately describe the responsibilities for information security related to their job role

- Ensure direct reports receive training to maintain appropriate information security skills and knowledge required for their job role

- Ensure direct reports demonstrate the information security skills and knowledge required for their job role

- Ensure induction and training focus on the most relevant information security aspects for each job role

Employees:

- Understand own contribution to the effectiveness of the ISMS

- Understand own responsibilities within the ISMS (e.g. Acceptable of Use Assets Policy, Information Security Policy)

- Understand the consequences of non-compliance with the requirements of the ISMS

- Understand information security guidelines related to own job role