Job Summary:
If you're passionate about supporting customers who have licensed the PowerHouse software applications, and committed to delivering exceptional service, we want you on our team!
As a Customer Service Officer, you will be the 'go-to' person for listening, recording, testing and resolving customer issues and queries in addition to the IT helpdesk role you will also manage queries regarding current licensing, upgrades, access to new products and account enquiries.
Above all, you need to deliver these services while meeting published response times.
You will work within a close-knit, experienced team where your skills will be vital in the successful management of all customer portals.
Job Description: Customer Help Desk Support Accurately maintain customer interactions and account records within the internal Zendesk ticketing system and CRM
Respond to customer queries in a timely and accurate way, via phone, email, support ticket or chat, in accordance with Service Level Agreement
Identify customer needs and help customers use specific features
Analyse and report product malfunctions (for example, by testing different scenarios or impersonating users)
Collaborate with the product team to resolve issues relating to product support.
Update internal knowledge base with information about technical issues and useful discussions with customers
Follow up with customers to ensure their technical issues are resolved
Produce weekly reporting for the senior executive team on adherence to response times, service levels and outstanding tickets
Customer Service Support Respond and resolve queries on customer accounts and billing
Respond and resolve queries on product training (provide access to resources)
Respond and resolve queries on upgrades and access to new products
Product Knowledge and Adoption Develop and maintain a thorough understanding of our products and services
Develop and maintain a thorough understanding of automation of services such as chat, AI, and knowledge base
Update and maintain product guides, online academy and knowledge base
Inform staff and customers about new features and functionalities
Facilitate product sessions for staff and customers to promote adoption and comprehension of products and services
Share relevant customer feedback with the team
Assist with other duties as directed by your manager
RequirementsProven work experience in a similar customer service/support role.
Technical experience in supporting software is an advantage.
Effective communication skills.
Good troubleshooting and multi-tasking skills.
Attention to detail and adherence to response times
Reliable and punctual
Desirable skills and qualifications: IT certification, degree or diploma is desirable but not essential
Basic knowledge of HTML/CSS/JS would be an advantage but not essential
Additional Job Details:
Set-up and Location: Office-based (Ortigas, Pasig City)
Work Schedule: 12:00 PM-9:00 PM (AEST) | 10:00 AM-7:00 PM (PH Time)
Employment Type: Full-time
All interviews and other hiring requirements are done virtually or through video calls or emails.
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