Job Description:

Job Purpose:

The purpose of this role is to provide support and assistance for software applications or platforms within client projects, serving as a central hub for addressing customer inquiries, issues, and concerns, with the goal of ensuring a positive and satisfactory experience for customers while representing the organization in a professional and helpful manner.

Key Responsibilities:

• Main and single point of contact for power users, customer-centric and business-oriented (feedback and follow-up).

• Coordination of ticket resolution with internal, external and vendors teams.

• Event- and Incident Management.

• Escalation Management.

• Automation and monitoring processes for alerts to proactively spot issues before the customer.

• High-Level Business Impact Analysis.

• Knowledge Management (Creation of knowledge articles and internal knowledge base maintenance).

• Trend analysis to address root causes.

• Continuous service improvement to reduce incidents and their impacts.

• Overall Tickets backlog management.

• Participate in 24X7 on-call rotations and provide after-hours support as needed.

Qualifications

• Completed studies or training as an IT specialist in application development or system integration.

• 3+ years of experience in support, troubleshooting with customers and dealing with ticketing systems.

• Understanding of Service Desk procedures and processes.

• Experience with JIRA/Confluence and ServiceNow tools.

• Proficient with ITIL framework. ITIL4 certification is an advantage

Professional Skills:

• Excellent organizational skills and attention to detail.

• Excellent communication and interpersonal skills.

• Fluency in English, good practice of German and/or French a plus.

• Structured and analytical problem solving and solution identifying in complex environments.

• Ability to work independently and collaboratively in a fast-paced, dynamic environment (ADDED)

• Ability to multi-task and use good business judgement.

• Eagerness to learn and adapt to new technologies and processes.

• Strong customer service orientation.

Location:

Makati City

Brand:

Merkle

Time Type:

Full time

Contract Type:

Permanent