Job Summary:

A Customer Support Representative handles and assists client/user with their concerns received via online or on-site support through the different forms of support channels with efficient work ethics with the customer.

He/she acts as a frontliner between the company and the client. He/she receives and escalates all issues and concerns of the customer to the technical support or other department with complete and correct data.

Essentials Duties and Responsibilities:

Assist customers according to their concerns Transactional / Non-Transactional General Inquiry Conduct on- site or online support Received, escalate and resolve customer’s concerns Identify general or isolated cases Inform customers/partners regarding advisory or new updates Educate customers regarding their concerns If can’t be resolved escalate technical concerns to technical support. Assist the customer regarding any form of transactional requests Verification, confirmation, validation of payment and any related to transactional request Billing Concerns Track customer transactions Train the clients or the customers Educate customer regarding basic functions of the system. Educate customers regarding basic troubleshooting Educate customers regarding basic procedures Educate customers regarding project background Reporting Reporting to the superior regarding ticket status Reporting to the customer/client/partner regarding ticket status Presentation and conduct system walkthrough to the customer/client/partners on-site or online. Report and Investigate project anomalies inside the support System application’s handling Admin system monitoring and basic handling procedure; Replicate the issues received from the customers Customer’s system/user management monitoring and basic handling procedure; Internal communications regarding system health Recording, monitoring and updating of tickets Creating of issues and concerns to the ticketing tool Follow up and Monitoring of status of each ticket