Customer Service Representative (Csr)

About Us:

IT By Design is a global IT infrastructure management company with headquarters in Jersey City, New Jersey. We specialize in providing complete IT solutions and support including 24X7 Helpdesk, SOC, NOC, Cloud, Cyber Security and Business Continuity services.

Location: Bonifacio Global City, Taguig City, 1634 Philippines
Schedule: Night Shift
Work Set Up: Work onsite

Responsibilities:

• Answer inbound customer calls 24/7 in order to open new support requests; provide customer updates on existing support requests.
• Update customer contact information in Connectwise Manage to ensure auto-routing of inbound calls is possible.
• Monitor Dialpad call queues, Connectwise Service Boards, and technician ticket assignments; Work with support team to ensure incidents and user issues are assigned and resolved within SLA.
• Prioritize inbound customer tickets/calls to ensure SLA adherence.
• Aid in the daily organization of tickets and client requests for the Managed Services Department.

Must have:

• Strong oral and written communication
• Ability to organize multiple people and tasks through written and verbal communication
• Ability to verbally communicate with employees and clients in-person and over the phone
• Attention to detail
• Ability to learn and comprehend complex systems and situations
• Strong follow through
• Keen ability to problem solve
• Extraordinary focus on customer service

Benefits:

• Company events
• Discounted lunch
• Free parking
• Life insurance
• Paid training
• Transportation service provided

Supplemental Pay:

• 13th month salary
• Overtime pay
• Yearly bonus

Experience:

• Customer Service Representative: 1 year (Required)

Job Type: Full-time

Pay: Up to Php30,000.00 per month

Work Location: In person