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, issue, and outage management, as well as conducting investigations and restorations to ensure seamless operations. You will engage with various stakeholders to provide effective solutions and support, contributing to the overall efficiency of the IT services provided. Roles & Responsibilities: - Expected to perform independently and become an SME. - Required active participation/contribution in team discussions. - Contribute in providing solutions to work related problems. - Assist in troubleshooting and resolving technical issues for customers. - Document and track incidents and service requests in the ticketing system. - Provide timely updates to customers regarding the status of their issues. - Collaborate with cross-functional teams to enhance service delivery. - Participate in training sessions to improve technical knowledge and customer service skills. Professional & Technical Skills: - Required Skill: Expert proficiency in Customer Technical Support. - Additional Good To Have Skills: Experience with Spanish Language. - Strong understanding of IT service management principles. - Proficient in using ticketing systems and customer relationship management tools. - Ability to communicate technical information clearly to non-technical users. - Experience in handling customer inquiries and providing effective solutions. Additional Information: - The candidate should have minimum 1 year of experience in Customer Technical Support. - This position is based at our Manila office. Minimum 1 year(s) of experience is required