IT Customer Care Associate

FILINVEST COMPANY: CORPORATE TECHNOLOGIES, INC.

The IT Customer Care Associate is responsible in handling customer concerns for issue management and resolution within the scope of IT Services. Duties includes handling of inquiries, requests, and other IT-related concerns and provides basic problem resolution. Creates tickets, assigns to IT processors, reviews status, and ensures closure.

JOB DESCRIPTIONS:

Ticket Management and Resolution

• Provide first line support for any IT issues and problems (technical support)
• Provide assistance by chat, phone, email and/or using SapphireIMS Ticket/Redmine System.
• Prioritize and resolve day-to-day system issues and client requests according to standard processes.
• Act as a liaison between customers and technical escalation teams.
• Update the internal knowledge base with issue resolution details.
• Address critical incidents.
• Escalate problems as required to Tier 2 and Tier 3 support teams.
• Quickly and accurately determine incident scope and impact.
• Follow up on tickets at pre-defined intervals until resolved.
• Creation and assigning tickets via SMS & Redmine
• Daily ticket monitoring and follow ups to ticket owners through email notification
• Review and update per ticket status

· Ensure closure of tickets

• Conduct post audit of all pending tickets

Reporting

• Update daily status reports and shift handover reports.
• Monitor Customer Care emails and announcements to entities
• Monitor Network issues and send out reports to management

QUALIFICATIONS:

• Graduate of 4-year course holding in the field of Information Technology, Computer Science, Computer Engineering and any other related courses
• At least 1 year of work experience in a similar position.
• Proficient knowledge of customer service, and standard office practices and procedures.
• Proficient computer skills.