Offer summary

Qualifications:

Fluent in English, both written and spoken., At least 2 years of related experience, preferably in a BPO call center., Stable internet connection with a minimum speed of 35 MBPS., Experience using Microsoft Applications, especially Excel..

Key responsibilities:

Provide service desk support to external customers and users.

Document and track all incoming customer calls for resolution.

Investigate and troubleshoot hardware and software issues.

Maintain records of customer interactions using a Service Management tool.

Job description

Alphanumeric is hiring an English (speaking) Customer Service Helpdesk (Full-Time Remote) to work from home in the Philippines providing level-one technical support in English to clinical clienteles via inbound calls, emails and tickets.

We can only hire candidates already based in The Philippines. If you are not a citizen you need to have a Temporary Residence Visa (valid for 1 year at least) or a Permanent Residence Visa. If you do not meet these requirements please do not apply.

Please apply with your resume in English.

Why should I apply, you may ask?

Type of contract: permanent, full time remote.
Salary base + benefits (private health insurance and internet allowance).
Working Hours: Monday to Friday 2pm - 11pm (Philippines time) with flexibility to change shifts if needed.
Training Shift: it might be from Monday to Friday 9pm - 6am (Philippines time) - Around 4 weeks (paid).
Employer-paid E-Learning courses
Continuous coaching, training, and development.
Start date: as soon as possible.

You must have the following:

Fluent in English in both written and spoken communication.
At least 2 years of related experience.
With BPO call center experience.
Stable Internet connection. (35 MBPS Minimum).
Experience using Microsoft Applications, preferably savvy in Excel.
Must be comfortable with the working hours and training hours mentioned above.

Position Summary:

Provide Service Desk support to external customers and users
Receive, document, and track all incoming customer/user calls for immediate remedy and closure
Utilize computer and database information to update incident status
Serve as the single point of contact (SPOC) for incidents, including owning the call through closure.

Essential Functions and Responsibilities:

Provide service desk support to contracted clients.
Use defined procedures for responding to customer calls.
Collect information from the caller and document data elements in the designated tool.
Maintained records of all calls from customers using an established Service Management tool.
Provide detailed documentation of all steps involved in resolving customer issues.
Escalate issues to the appropriate department and personnel.
Investigate, examine, troubleshoot, and solve hardware and software issues quickly.
Maintain a pleasant demeanor and attitude in day-to-day communication and interface with customers.

Required profile