IT Customer Service Representative

Manage delivery for IT production systems and services. Drive incident, issue and outage management, investigation and restoration.

Summary: As an IT Customer Service Representative, you will manage the delivery of IT production systems and services. Your typical day will involve driving incident management, addressing issues, and overseeing outage management while ensuring effective investigation and restoration processes are in place. You will collaborate with various teams to enhance service delivery and support the overall operational efficiency of the organization. Roles & Responsibilities: - Expected to be an SME. - Collaborate and manage the team to perform. - Responsible for team decisions. - Engage with multiple teams and contribute on key decisions. - Provide solutions to problems for their immediate team and across multiple teams. - Facilitate training sessions to enhance team skills and knowledge. - Monitor team performance and provide constructive feedback to ensure continuous improvement. - Develop and implement strategies to improve customer satisfaction and service delivery. Professional & Technical Skills: - Required Skill: Expert proficiency in Customer Technical Support. - Additional Good To Have Skills: Experience with Training and Performance Support. - Strong problem-solving skills to address customer inquiries effectively. - Excellent communication skills to interact with diverse teams and clients. - Ability to manage multiple tasks and prioritize effectively in a fast-paced environment. - Familiarity with IT service management tools and methodologies. Additional Information: - The candidate should have minimum 3 years of experience in Customer Technical Support. - This position is based at our Manila office. Minimum 3 year(s) of experience is required