Offer summary

Qualifications:

Associate's degree or equivalent experience required., Minimum of 2 years relevant experience in customer service., Fluent in required language(s) for the location., Strong problem-solving skills and ability to perform intermediate troubleshooting..

Key responsabilities:

Provide Level 2 technical support for applications and infrastructure services for clients.

Manage client inquiries and document incidents using an online case management tool.

Research and troubleshoot to diagnose and resolve complex technical issues.

Coordinate with various teams to ensure effective communication regarding tool alerts and system outages.

Job description

Job Description

Job Description - Client Technology Representative II (25000013)

Client Technology Representative II - (25000013)

Purpose Of The Role

With limited supervision, provides Level 2 technical support for applications and infrastructure services for CWT clients. Troubleshoots and resolves more complex technical issues. Interacts and coordinates directly with CWT clients and multiple CWT teams. Completes a wide range of tasks, and has specialized knowledge in one to two CWT Product areas.

Main Responsibilities

Sabre and Amadeus skills required
OBT knowledge required
Provides timely responses to complex client technical issues that have been escalated from Level 1 support.
Manages client inquiries and accurately documents incidents via online case management tool, including accurately records time for client billing
Researches and troubleshoots to diagnose root cause and resolve issue quickly and effectively
Performs testing to ensure that solution was successful
Consistently responds to client inquiries within SLA targets
Supports special projects related to or impacting assigned online products/tools
Works with Global Incident Management, Product Marketing, and other teams to ensure consistent communication of tool alerts, slowness or system wide outages. Coordinates and performs testing of functionality, enhancements, and CWT process changes

Qualifications

Experience & education:

Experience

Associate's degree, or equivalent experience
2+ years' relevant experience
Customer Service experience required

Languages

Fluent in location required language(s)

Knowledge, skills and abilities (KSAs)

Ability to perform intermediate troubleshooting
Strong problem solving skills and able to address issues as they arise
Ability to ask open-ended questions and active listening
Strong customer service skills for both internal and external customers
Ability to work in a global, multicultural environment
Clear communication skills, both written and verbal

Primary Location

: Taguig City

Work Arrangement: Home

Employment type

: Standard

Job Family

: Client Technical Support

Scope: Global

Travel

: No

Shift

: Day Job

Organization

: TX_Platform Performance_Digital Implementation

Job Posting

: Feb 4, 2025

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