Location: Pampanga

Work Type: Permanent

Roles and Responsibilities

  • Attend and resolve customer inquiries effectively through various channels like phone, email, and chat
  • Efficiently and confidently navigate multiple complex computer systems and troubleshoot issues
  • Efficient and effective use of customer support tools
  • Accuracy and attention to detail
  • Ensure that the client is provided with any known workarounds immediately
  • Create and prioritize support tickets, investigating and gathering information from customers in an efficient manner to reduce disruption and resolution times
  • Demonstrate empathy and understanding towards customers, whilst showing resilience and ability to problem solve using initiative
  • Effective listening skills, with clear and concise communication. Demonstrated passion for phone-based
  • Ensure that new unassigned tickets are triaged and responded to within (First Reply Time) SLA timeframes
  • Ensure that backlog tickets are resolved or escalated to JIRA within (Agent Work Time) SLA timeframes
  • Manage the resolution of incidents to ensure SLA compliance. This requires proactive collaboration with the relevant teams within Janison and proactively communicating with customers. · Ensure tickets will be triaged to Level 2 with appropriate details prior to Jira.
  • Support the creation and update of knowledge management system articles based on incident troubleshooting
  • Work effectively with team members and clients in multiple time zones (all US time zones, EMEA, and Australia)
  • Support data collection for internal and external reporting on support services on an ad-hoc basis
  • Participate in regular learning and development sessions to maintain current knowledge of functional, operational, and technical aspects of Janison products.
  • Provide regular feedback to management on common customer feedback, act as ‘voice of the customer’

Required Experience

  • At least 3 years experience in Technical IT Ops/System Admin role 
    At least 3 years experience in a Customer Service role 
  • Experience in SaaS-based application support 
  • Experience in Microsoft Office, Operating Systems (including Teams) 
  • Experience in Customer Service or Service desk/call logging systems i.e. Zendesk, Jira, etc. 

Minimum Qualification

  • Tertiary qualifications or equivalent experience 

A Successful Candidate must have

  • Excellent communication skills – oral and written 
  • Experience working in a customer-centric and results-driven environment 
  • Operational experience working with SLAs 
  • Excellent client-facing skills with cross-cultural sensitivity 
  • Customer-centric attitude 
  • Strong problem solving and logical aptitude

ShoreXtra Perks

  • Free barista-style coffee
  • Free parking and jeepney services
  • Highly engaged team
  • Unlimited potential for growth
  • Challenging role
  • Fun and family-oriented working environment