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Careers at OBP

Tier 1 Email Support


SALARY:  up to 25,000

Acquire new skills and gain more friends here at OBP, where values and skills matter.

Responsibilities

The Tier 1 Help Officer is a key customer-facing role responsible for providing a high-value customer experience to all the Company users. The main function of this role is to respond to Tier 1 inquiries via the Zendesk Support System. With a focus on engaging and efficient dialogue, identifying needs quickly and correctly presenting solutions in a timely manner.

Customer service and support

  • Respond to customer inquiries in a professional and timely manner
  • Engage customers with questions to correctly identify needs, verify relevant details and ensure issues are addressed completely
  • Use knowledge of products and services and available internal resources to assist troubleshooting and problem solving
  • Escalate Tier 2 and above issues to other departments and managers where appropriate
  • Promptly communicate with the team by email, Skype, and other online applications when required
  • Assume a key role during incidents of impacting users, as require

 

Community Interaction

  • Make positive contributions to the team and internal community by participating in internal discussion and meetings especially where feedback is requested
  • Lead by example promoting the company values and behaviors to a global audience
  • Develop and maintain effective team communication and engagement programs for the Help Team via the intranet, email, Slack and other channels

 

Administration

  • Accurately track hours and tasks daily
  • Maintain an organized work environment to encourage efficiency and productivity
  • Perform other related duties as assigned

 

Requirements

  • Good English Skill - speaking and writing
  • Minimum of 6 months of recent experience in Email customer service/technical support
  • Experience in using Zendesk is an advantage
  • Typing speed of at least 35 WPM with high Accuracy
  • Highly regarded interpersonal and communication skills
  • Works well in a team
  • A sincere desire to help people solve their problem
  • Self-starter who takes ownership of their learning and training
  • Reliable and consistent
  • A sincere desire to help people solve their problems
  • Excellent decision-making skills with an emphasis on courtesy
  • Ability to adapt to changing technologies and tools
  • Ability to cope with repetitive or continuous support queries
  • Experience with and/or demonstrate enthusiasm for the Internet and technology
  • Conflict resolution skills and a mature and positive attitude towards a difficult situation
  • Ability to follow instruction and process but also able to question it when it doesn’t feel right
  • Most importantly a healthy dose of common sense along with being a super nice person
  • Amenable to work in Ortigas
  • Amenable to work in shifting schedules
  • Available to start ASAP

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