About the role
ABOUT US
As caring for customers becomes the differentiator that drives consumer engagement and spend, Sitel is advancing its position as a world leader in outsourced customer experience innovation. With over 30 years of industry-leading experience, Sitel’s 75,100 passionate and talented associates support more than 400 clients in 48 languages from 146 facilities strategically located in 22 countries. Combining comprehensive customer care capabilities, leading omnichannel solutions and unparalleled expertise across industries, Sitel collaborates with some of the best known global brands to help consistently deliver outstanding customer experiences. Sitel is a subsidiary of Groupe Acticall. Visit www.sitel.com to learn more.
SUMMARY OF RESPONSIBILITIES
- Provide World Class customer service through first call and first level resolution and appropriate escalation of support issues. Provide documented follow-up of problem resolution through closed call tracking tickets and knowledge base entries.
- Streamline the process of receiving, logging, escalating, and resolving support requests.
- Determine the level of severity (service effecting/revenue generating) of reported problems and escalate as necessary to minimize time to resolution.
- Accept ownership of tickets through to closure, problems through to resolution, and projects through to completion. Document production processes and solutions to common problem in our knowledge management system. Provide first level of support for Foundever At Home employees. Perform other duties as assigned.
- Doing an inbound and outbound calls support technical concerns. Doing a Technical Voice/Email/Chat - Support.
BASIC POSITION QUALIFICATIONS
- BS in IT or Computer Science
- Previous experience in customer service and basic IT support roles.
- Excellent verbal and written communication skills
- Conscientious, with attention to detail a must
- Knowledge in desktop troubleshooting, VoIP, MS Office applications, VPN and VDI technologies
- Has experience in remote troubleshooting/technical support
- Has an experience in O365
- Excellent problem-solving skills and flexible
- Ability to apply basic IT knowledge.
- Must be willing to go ONSITE in the near future
- temporary WFH, must have own Equipment and Internet Provider first!
OTHER DETAILS:
Location: OJV, Ortigas or WCC, Mandaluyong
Working Sched: Shifting Schedule (Always Nightshift)
Foundever is an equal opportunity employer that values diversity and inclusion. We do not discriminate on the basis of race/origin, religion, color, gender, sexual orientation, marital status, veteran status or disability status.
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