Work Setup: Hybrid (twice a week onsite)

Work Schedule: Shifting (must be flexible to work on day, mid and night shift)

Work Location: Ortigas Center, Pasig City

Zedi Cloud SCADA Solutions (ZCSS) Customer Experience Representative in our Customer Experience Department delights our customer by providing first contact resolution, and a basic level of troubleshooting including set up of new customers, permissions, password resets, monitor and notifying customers of alarm notifications.

Role and Responsibilities:

·       Receive and act on all inquiries from customers with a focus on superior customer service

·       Ability to communicate with customers via email, phone and SMS effectively

·       Identifying and reporting application bugs

·       Refer enhancement requests and/or technical service requests to the appropriate team members

·       Escalate customer issues when appropriate

·       Support other team members enthusiastically when called upon for help

·       Make recommendations to improve efficiency

·       Represent the department to the other departments in the company

·       Act as a change agent both internally and for our customers to promote and effect continuous improvement in the delivery and the adoption of ZCSS solutions

·       Participate in the development and delivery of new service offerings

·       Ability to multitask and utilize multiple systems and programs in order to resolve customer issues

·       Monitor, analyze and respond to well alarms

·       Receive and act on support requests with a focus on superior customer service while troubleshooting and resolving problems

·       Ensure all information is documented, kept up to date and changes are entered into database promptly.

·       Monitor and respond to working alone devices

·       Validate and troubleshoot production data for various reports

·       Providing user administration services for customers including, setting up new users, changing passwords, granting permissions, setting company default parameters across multiple SCADA Hosts

·       Basic level of troubleshooting customer issues including set up of new customers permissions, password resets, Monitor and notify customers of alarm notifications

·       Coordinating the implementation of automated data pushes to a customer’s field data capture or production accounting solution

·       Identify and create leads through Lead Generation program

·       All other duties as assigned