IT Customer Care Associate

• Provide first line support for any IT issues and problems (technical support)
• Provide assistance by chat, phone, email and/or using SapphireIMS Ticket/Redmine System.
• Prioritize and resolve day-to-day system issues and client requests according to standard processes.
• Act as a liaison between customers and technical escalation teams.
• Update the internal knowledge base with issue resolution details.
• Address critical incidents.
• Escalate problems as required to Tier 2 and Tier 3 support teams.
• Quickly and accurately determine incident scope and impact.
• Follow up on tickets at pre-defined intervals until resolved.
• Creation and assigning tickets via SMS & Redmine
• Daily ticket monitoring and follow ups to ticket owners through email notification
• Review and update per ticket status

• Conduct post audit of all pending tickets

• Update daily status reports and shift handover reports.
• Monitor Customer Care emails and announcements to entities
• Monitor Network issues and send out reports to management

• Graduate of 4-year course holding in the field of Information Technology, Computer Science, Computer Engineering and any other related courses
• At least 1 year of work experience in a similar position.
• Proficient knowledge of customer service, and standard office practices and procedures.
• Proficient computer skills.

Filinvest Group