Service Desk Voice Support Associate (Cebu)

JOB DESCRIPTION:

• Provide technical support for resolution of customers’ IT problems, incidents, issues, requests and queries
• Liaise with other support teams as necessary to resolve customer requests or incidents
• Ensure proper documentation, notification, escalation, tracking and follow up of all incidents

OR

• Provide customer-facing (call/voice) product engineering support for M365 and real-time client support for faster resolution of cases
• Conduct research on complex cases, validates cases for escalation to Backline and contributes to knowledge management initiatives.
• Responsible in providing timely and accurate update and information on assigned incidents and service request Responsible on the timely escalation of incidents which cannot be resolved on time or would need vendor/third party support

OR

• Provide post-purchase order support and order modifications for requests
• Support member inquiries related to Order or Returns, Exchanges, Warranties, and price match policies.
• Perform activation assistance, cancellation, enrollment, marketing options, merge-match, password reset, profile updates, forgot card, certificate management, point management, and offers
• Articulate member benefits
• Covers all products including Desktop support