Qualifications:
- Must have bg in IT/ At least 1 year of experience
- Comfortable working on-site at BGC, Taguig
- Open for undergraduates
- Can start ASAP
Core Job Function
Triage
- Handle customer questions, incidents and service requests
- Communicate in the language of the customer by avoiding technical terminologies and jargon
- Gather information from customer by asking probing questions to analyze symptoms and identify underlying problem/s
- Assess/determine impact and urgency of the incident to the customer and the business
- Work to build cooperative relationships with customers
- Give customers a realistic estimate of the time it will take to resolve an incident or request
- Escalate ticket to the appropriate level 2 support team and ensure ticket hand off, whenever applicable
- Log the ticket accurately with all the important information provided by the customer
- Provide enough information about the customer's issue in the ticket, prior to escalation, to ensure that the Level 2 support team can begin working on resolution for the customer
- Demonstrate willingness to take ownership of the call by acknowledging the customer's concern
Diagnosis and Resolution
- Use all available resources (Knova, HPI.SME, etc.) to ensure consistency of resolution and avoid unnecessary escalations
- Follows the correct troubleshooting steps to resolve password reset and account related concerns
- Maintain and improve current technical skills, through regular training and coaching sessions
Compliance to Company Standards
- Avoid and discourage the use of unprofessional language
- Encourage good security practices, such as following secure password reset rules and PCI compliance standards
- Prevent unauthorized access to proprietary and sensitive company data by following procedures and requiring proper authorization prior to granting access
- Discourage and report software piracy
