POSITION SUMMARY:

This position is the single point of contact between customer and service operations. Ensuring that all service requests are attended and resolved on time. A Help Desk Specialist will strictly follow established process from call handling, system logging, dispatching and monitoring - up to updating service requests to the system. He/she also assists and coordinates service requests with the different personnel in the operations; provides accurate and timely monitoring reports on a daily, weekly and monthly basis.

ORGANIZATIONAL SETTING:

• Reports directly to Help Desk Team Lead.
• Coordinates with Supervisors, Managers, and field personnel.

SUPERVISORY AUTHORITY:

• N/A

DUTIES AND RESPONSIBILITIES:

• Receives service requests through phone calls and emails.
• Interviews customers and log all information regarding service request.
• Assists customers in determining problem of the requested service.
• Coordinates service request and scheduled activities to field personnel.
• Updates service requests to system and customer.
• Generates daily, weekly, and monthly reports for operation in an accurate and timely manner.
• Tracks and closes escalation process.
• Escalates service request exceeding SLA (Service Level Agreement)
• Maintains a high level of courteous customer service at all times.

POSITION SPECIFICATIONS:

Position Requirements:

• Bachelor's degree in Business or Office Administration / Marketing / Public Relations / Information Technology / Communications or other related field of study.
• Experience working in a field of customer service/relations preferably with same capacity or background.
• Literacy in basic computer applications and processes such as: MS Excel, Word, PPT.

Competency Requirements:

• Adept in Telecommuting
• Fluency in English language both verbally and in writing.
• Interpersonal skills
• Problem Solving skills
• Attention to details