CLIENT CARE TECHNICAL SUPPORT
Key Responsibilities
Support
- Provide second level application support / advice to clients and staff.
- Resolve client issues and queries in an effective and timely manner.
- Frequently communicate status of tickets and resolution to clients
- Maintain quality and meaningful information on tickets (internal and external notes) within the ticketing system.
- Escalate issues that cannot be resolved to the Altus team / Microsoft / Client Care Team Leader / Delivery Director
- Identify and assist the Client Care Team Leader and/or Altus team on potential areas for product enhancements, process improvement and strategic initiatives.
- Guide clients through the Enhancement request process.
- Complete Release Management service with updating Altus environments as needed for clients.
- Monitor the health of our client's solutions, by performing preventative maintenance and health check reports.
- Develop and update support documentation such as knowledge base articles or update process documentation on client records.
- Assist with problem management tickets.
- Assist with major incidents and proactive notifications to Clients.
- Participate in Client Care related meetings, both internally and externally to our clients
Administration
- Logging and keeping record of all issues and resolutions.
- Submit weekly timesheets where required.
- Coordinate and update internal Client Care documentation
Sales and Marketing
- Contribute content as required.
- Actively promote the brand and its services
- Notify expiring Care Agreements to Sales and BizOps
- Notify expiring Care Enhancement hour leads and opportunities to the Sales team.
Other
- Actively adopt and explore emerging AI technologies (particularly Microsoft Copilot) to enhance efficiency, drive innovation, and contribute to continuous improvement, in alignment with Responsible Use of A.I. policy.
- Follow new developments in software products to build knowledge.
- Complete changes in accordance with client change process.
- Comply with Policies & Procedures.
- Demonstrate Company Values.
- Stay ahead of the technology curve and provide insights into upcoming technologies or solutions which benefit them.
- Complete other tasks as directed.
Requirements
- 2 or more years experience within a similar role
- Strong written and oral communication skills
- Outstanding listening skills
- Strong ability to work with clients to calmly, quickly and logically to identify and diagnose issues. This often needs to be done in a short time frame, so strong problem solving, and technical troubleshooting skills are vital
- Superior interpersonal skills especially when it comes to managing client relationships
- Always accountable, respectful and empathetic to others
- A passion for Microsoft cloud technology
- A proactive team player
- A positive outlook
- Experience in developing Microsoft Power App Solutions
- Experience in developing Microsoft Power Automate
- Experience working with the Microsoft Dataverse.
Desirable
- Microsoft Certifications
- Experience in Microsoft PPM tools
- Experience in writing complex SQL queries.
- Experience in writing SQL Server Reporting Services (SSRS) and Power BI Reports.
- Experience in developing Microsoft Power App Solutions
- Experience in developing Microsoft Power Automate
- Experience working with the Microsoft Dataverse.
- Previous experience in Microsoft SharePoint Administration and Configuration.
- Experience in Microsoft Office 365 Administration
Work Details
- Shift: Monday to Friday: 6:00am- 3:00pm or 7:00am- 4:00pm PH Time; depending on business needs
- Location: Makati | *Work from Home Until Further Notice
- Status: Full-time Employment or Contractual engagement
