SaaS Customer Support Representative

MyPass Global is on a mission to empower safe, agile & connected communities. Our vision is to become the industry standard platform of record for workforce management and credentialing. Our vision transcends just one industry or geography, it speaks to building a global workforce management & credentialing system that is looked to for best practice in this space.

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.

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

Key Responsibilities

• Respond to customer inquiries via email and chat in a professional manner and in accordance with service level agreements
• Performs daily ticket hygiene; reviews ticket updates and follows through with relevant stakeholders to help expedite ticket resolution.
• Resolve customer issues and complaints diplomatically and effectively and per our service level agreements and policies and procedures.
• Appropriate to the Severity Level of a ticket, the CSR 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 in the CRM in accordance with standard operating procedures
• Maintain a thorough understanding and knowledge of the MyPass Global platform and services
• Meet or exceed performance goals and customer satisfaction targets

Key Accountabilities

• Accountability & Time Spent
• Monitoring and managing assigned tickets in accordance with service level agreements and internal policies & protocols - 90%
• Attendance at internal meetings / daily huddles and training - 10%

Development Objectives

• 0-3 Months
• Build internal relationships with your support teammates, 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




• 3-6 Months
• Participate in cross-skilling exercises to broaden your understanding of the product and services of MyPass
• GlobalStart to review and participate in complex ticket resolution processes




• 6 – 12 Months
• Participate in upskilling exercises to broaden your professional skills
• Attain a proficient level in resolving Simplex Tickets
• Helps and supports a new hire CSR as a learner mentor
• Provides input and ideas for process improvements
• Becomes proficient in solving simplex tickets and achieves a consistently outstanding overall performance rating 

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