Customer Service Specialist (Helpdesk)

TAPServices, Inc; Metro Manila; On-site; PHP 201,000 - 312,000; Full time

Job summary

TAPServices, Inc. in Ortigas, Pasig is seeking a Customer Support Specialist with a focus on incident recording and remote resolution.

You will log calls in the ePSM system, apply SLA-driven solutions, and determine when to escalate to the next level to keep client issues moving forward. The ideal candidate has a Bachelor's degree and at least one year in customer service, with strong communication and problem-solving skills, and the ability to multitask while maintaining professional client

Qualifications

• Bachelor's degree in information technology, business, communications, or related field.
• Minimum of 1 year of experience in customer service.
• Experience with help desk software and remote support tools.
• Experience with OTRS / ePSM or related management services.
• Excellent communication and problem-solving skills.
• Self-motivated, good team player, detail-oriented and able to handle multi-tasking.

Responsibilities

• Accurately and promptly record all calls in the ePSM ticketing system.
• Identify problems and solutions for hardware and software issues per SLA, resolving at least 75% by phone or remote support.
• Elevate problems following standard escalation procedures.
• Provide timely updates to clients and colleagues via calls or emails.
• Address clients' calls and inquiries politely and professionally.
• Ensure proper escalation of issues to Support Engineers for on-site resolution.
• Adhere to company policies, attendance, and teamwork guidelines.

Skills

Communication

Problem solving

Self-motivated

Team player

Detail oriented

Multi-tasking

Education

Bachelor's degree

Tools

OTRS / ePSM

Remote support tools

Job description

Key responsibilities

• Accurately and promptly record all calls, including relevant information regarding incidents and their resolutions, in the ePSM ticketing system
• Identify problems and solutions for hardware and software issues following service level agreements (SLA), aiming to resolve at least 75% of all issues through phone or remote support
• Recognize when to elevate problems to the next level, following standard escalation procedures
• Provide timely updates to concerned parties (clients and colleagues) through phone calls or emails
• Address clients' calls and inquiries politely and professionally
• Ensure the proper and accurate escalation of issues to Support Engineers for on-site resolution
• Adhere to company policies and guidelines, particularly regarding attendance and commitment, while fostering good working relationships with coworkers

About you

• Bachelor's degree in information technology, Business, Communications, or related field
• Minimum of 1 year of experience in customer service
• Experience with help desk software and remote support tools
• Experience with OTRS / ePSM, or related management services
• Excellent communication and problem-solving skills
• Self-motivated, good team player, detail-oriented and able to handle multi-tasking
• Willing to work in Ortigas, Pasig