Global Support Specialist

Trax Technologies


Date: 20 hours ago
City: Cebu City
Contract type: Full time
The Responsibilities:

  • Provide first level contact to customer and carrier requesting assistance through email, ticket or over the phone.
  • Perform first level analysis of issue or request and determine if resolution can be provided within Global Support team.
  • Process request or provide resolution to issue within Global Support Services scope.
  • Triage ticket or email to Functional team owner, monitor progress up to ticket closure within SLA.
  • Manage tickets received through Help Center, regularly monitor, follow-up aging open customer tickets and provide latest update.
  • Document workflows, Help Desk operating procedures.
  • Create manual customer and LSP reports as required.
  • Perform prepayment processing on selected customers.
  • Acts as an advocate for continuous improvement, identifying opportunities and efficiencies.


The Qualifications:

  • College graduate of Bachelor’s degree in Computer Science, Information Technology, Industrial Engineering, Computer Engineering or other related fields
  • 1-2 years Work experience in a similar role
  • Excellent analytical, interpersonal and communications skills; must be able to articulate a response to a caller in limited amount of time.
  • Proficient in MS Office (Advance knowledge in MS Excel and MS PowerPoint), Knowledgeable with Jira is a plus
  • Excellent attention to details and can work in a fast-paced environment
  • Candidate must be willing to work on either day or mid shift
  • Ability to collaborate and work well in a team
  • Fast learner and able to work with minimum supervision

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