Business Support Specialist
Location: Ortigas, Pasig
Work setup: Hybrid
TL: 1HC (Midshift)
Agents: 9 HC (3 Dayshift, 3 Midshift, 3 Nightshift)
Job Description
Team Lead -
Qualifications: Must have 5+ years of experience as a Team Lead
Responsible to enable seamless staffing, team-internal knowledge transfer, upskilling, performance, as well as actively engaging in respective support activities and queues. Acts as liaison to the SAP topic and channel leads.
Agents -
Qualifications: Must have 2 years of relevant experience.
Activities include: Providing troubleshooting on system navigation, usability, how-to questions, as well as advanced analytical interpretation, analysis, etc across a specific set of dashboards and applications.
Specifically:
- Execute across multiple support channels: tickets, knowledge base (articles), chat, call-outs and MS Teams collaboration
- Handle and resolve end-user inquiries: detect the issue, troubleshoot, and identify the right path for resolution, which may include redirecting to a more experienced agent or an external team for more specialized support
- Continuously observe user interactions to identify trends (areas for improvement in support or on solutions). Share findings through related management.
- Connect or translates user requests into technical or commercial instructions and vice versa
- Document confirmed troubleshooting paths and problem resolution in our knowledge base
- Ensure seamless transitions within our team, with other teams, and towards self-services
- Deliver on specific peak times (e.g. releases) where over time or weekend coverage may be required
- Champion our systems, processes, data, confidentiality, and compliance
- Collaborate with other support teams harmoniously
- Ad hoc: get involved in solution or support testing
