Web Hosting Support | Ortigas
MicroSourcing
- Quezon City, Philippines1880 Avenue Building, Quezon City, National Capital Region, PhilippinesQuezon CityNational Capital RegionPhilippinesPhilippines
- Full timeFULL_TIME
Job Description
The Online Success Specialist is in our customer support team and is there to support our customers be successful online in the use of our products and services. This support role responds to customer request and is proactive in using all communication channels to respond and resolve as quickly and effectively as possible.
The role supports the customer by ensuring they have the right solution for the right reasons configured in the right way to enable the customer to be successful online.
Responsibilities:
• Own the resolution of Service Request from Open to Close via a process of identification, troubleshooting, testing, escalation where needed to through to resolution.
• Uses the necessary and appropriate channels at all times to facilitate achieving the best outcomes.
• Ticket creation for all customer queries to allow for the sizing of improvements and articulation of our customers.
• Adhere to process to ensure we deliver or maintain a quality driven environment e.g. provision, fix, test, escalate, NPS/CSAT Request.
• Find the right solution for either a new or existing customer and ensure provisioning is successful either online or over the phone.
• Providing an exceptional customer service experience to every customer that contacts us by delivering a service consistent with the Helpdesk Guidelines and Procedures Manual.
• Understands and adheres to KPI’s that influence our service levels e.g. Availability to Roster, Handle Times, Quality Standards.
• Proactive in personal development, maintaining and growing personal knowledge and skills, using business systems and processes to do so.
• Managing documentation and support knowledge bases.
• Pro-actively complying with all Company, Legislated and / or Industry-mandated data security standards, policies, procedures, and practices.
You will be responsible for:
Resolution of customer requests via voice, email & online chat through troubleshooting, diagnosing & testing for queries related to domain name registrations and hosting .You will demonstrate excellent communication skills, with a minimum of 1 2 years’ experience in a contact centre or helpdesk environment. With an understanding of customer resolution ideally you will have proven experience in one or more of the following:
- Sound knowledge of cloud, hosting & web technologies
- Linux/Windows server environments
- End-user software applications e.g. email clients and FTP software
- DNS, Email and other Internet protocols with an ability to troubleshoot complex issues
- Excellent documentation skills, experience handling tickets and working to KPIs
- Basic development skills or experience creating your own website is advantageous!
You must demonstrate excellent verbal and written communication skills with an ability to work with others. We ask you to show a high level of professionalism in the role, be self-motivated and pro-active with a result orientated focus. This role is customer focused and you will have an eye for detail and understand the importance speed and quality of resolution.
Minimum Qualifications
Essential
• Can demonstrate high experience in the challenges and needs to achieve world class customer service and support.
• Experience on a service desk or IT support role providing support to customers.
• Demonstrates ability to make and meet delivery commitments for time and quality.
• Communicates with confidence with appropriate questions, demonstrates listening both verbally and in writing.
• Ability to problem solve through identification of root cause and propose solution for action.
• Builds confidence in relationships with others to enable effective working relationships with internal and external customers alike.
• Has desire and ability to grow and develop in technical knowledge, skills and behaviours.
• Ability to recognise conflict or the potential for it and acts accordingly.
Preferred
• Documentation Skills
• Experience in handling level 1 support calls and emails
• Excellent technical skills, with a sound knowledge of Web Technologies.
Personal Attributes and Values
• Understands the need for customer centricity and acts accordingly at all times.
• Comfortable with accountable and ownership.
• Does what they say they are going to with the right level of detail always.
• Wants to and does learn new things, seeing this as a way to get ahead.
• Collaborative and flexible working style.
• Is professional enough to work with or get along with all different types of our people.
• High degree of personal and professional integrity.
• Ability to deliver high volumes of top-quality work in busy environment.
• Ability to respond quickly to demands, work under pressure and think on their feet.
• Ability to share knowledge and contribute to a ‘continuous learning’ environment.
Jobs Summary
- Job Level
- Associate / Supervisor
- Job Category
- IT and Software
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Often
- Office Address
- 1880 Avenue Building