One of client, a global IT Service provider is looking for an End User Support to join their vital team in Cebu.

Work set-up: Hybrid, Night shift

Job responsibilities:

• Act as the primary point of contact for end users, handling inquiries and support requests via email, or ticketing system.

• Log and track support cases, ensuring accurate documentation of all interactions and resolutions.

• Investigate and troubleshoot technical issues reported by end users, providing timely and effective resolutions or escalating to appropriate teams as needed.

• Collaborate with internal teams, including technical support specialists and engineers, to resolve complex cases and ensure timely resolution.

• Provide regular updates to end users regarding the status of their cases, keeping them informed throughout the resolution process.

Job qualifications:

Technical Skills

• Bachelor’s degree in computer science, Information Technology, Business Management, or related field preferred. (If no bachelor's degree, equivalent experience will do at least 1-2 yrs.)

• Open to fresh grad as long as with accounting / IT background

• Proven experience as a customer service/support or technical support.

• Preferably with a background or knowledge of accounting or finance • Knowledge of IT systems and business applications, including mobile, software and its interface.

• Experience with ticketing systems and support tools, such as ServiceNow, Freshdesk, or Jira, preferred.

• Strong problem-solving and troubleshooting abilities, with a focus on delivering timely and effective solutions.

• Should have strong analytical skills with the ability to identify problems, investigate relevant facts, and find logical solutions. Soft Skills

• Excellent communication skills, both verbal and written, with the ability to effectively communicate technical information to non-technical users.

• Ability to work independently and collaboratively in a fast-paced environment, managing multiple priorities and deadlines effectively.

Please refer to job description.