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Key Details

Job Location

4th Floor Paseo Center Building, 8757 Paseo de Roxas, Makati City, Metro Manila

Job Category

Computer & IT

Position Level

Staff

Employment Type

Full-Time

Work Schedule

Day Shift

Gross Monthly Salary

Php 18,000 - Php 28,000

Job Description

  • Provide 1st level and 2nd level technical/cloud support for both hammerjack internal and external customer.
  • Handle incident management, support service requests, problem management and resolution according to hammerjack’s methods and processes, in line with Microsoft’s s
  • Provide technical support activities & coordination thru phone, chat, portal, email depending on the customer(s)’ service level agreement and requirement.
  • Comply to team and customer’s technical support process, best practices and workflows.
  • Effective ticket queue management providing investigation prioritization, continuous and timely updates to customers.
  • Take ownership to resolve customer issues in accordance with service level agreements (SLAs) and managed services catalogue balancing speed and quality.
  • Create process or troubleshooting documentation.
  • Accurately report and track support tickets through the ticketing system. Create/Update status report, as needed.
  • Demonstrate excellent customer service skills through all levels of support; incident/problem management, change, escalation and recovery management.
  • Adhere to the team and company’s regulation, policies and processes.
  • Work with cross-functional teams and clients by providing education on system functionality

Qualification

Educational Attainment

Vocational Course

Min. Relevant Experience

2 years

  • At least 2 years in college
  • Strong English communication skills and ability to interact with customers in a demanding and every changing environment.
  • Strong customer service skills.
  • Advanced problem-solving ability, attention to detail and commitment to quality to drive great customer service and strong team relationships
  • Motivation and passion for customer success
  • Excellent time management and organizational skills.
  • Must be a self-starter with the ability to work independently and in a collaborative team environment.
  • Minimum 2-year experience in a customer support or technical support role for cloud solutions
  • Extensive knowledge on cloud computing, preferably MS Cloud product and services.
  • Must be knowledgeable on PowerShell, Web Services, Exchange and Active Directory.
  • Extensive experience with MS Office 365; existing skills and experience in this space are imperative including the below:
    • Permissions (Tenant \ Security & Compliance \ Exchange \ Exchange Online)
    • Clients (Outlook, Outlook for Mac, IMAP, POP3, Mobile Devices)
    • MS Office
    • Skype for Business, SharePoint, and OneDrive Architecture
  • Experience with Exchange and Office 365 migration and support of post migration tasks is an advantage

 

  • Willing to work on a Morning to Mid shift schedule
  • Extensive background and deep understanding of Microsoft Dynamics 365 System architecture and design
  • Must know how to trouble shoot and debug basic to advanced CRM issues
  • Experience in configuration and deployment of Dynamics 365 is an advantage
  • Must have an understanding of CRM/Dynamics 365 connectors i.e MYOB, Xero, PowerMailchimp, Click Dimension, and Concep.

 

Skills Required
Microsoft Dynamics (Intermediate)
CRM (Intermediate)
Customer Service (Intermediate)

BPO

51-200 Employees

Mon - Fri, 06:30 AM - 05:30 PM

Office Number

Our Manila team operates as a dual Australian-Filipino fully managed outsource team, with an organisational structure in and of itself to be an ‘office-outside-your-office’.