Frontline IT & Cloud Support Specialist (Flexible Hours)

Dynamix; Tagbilaran; On-site; PHP 279,000 - 391,000; Full time

Job summary

Dynamix in the Philippines is seeking a Frontline Support Specialist to deliver excellent service for inbound inquiries, acting as the single point of contact for customers and vendors, and handling routine and non-routine incidents.

You will investigate and resolve technical issues with initiative, coordinate with vendors and internal teams, document actions, and continuously improve knowledge to adapt to changing support processes and schedules.

Qualifications

• Provide first-line support for reported incidents.
• Deliver excellent customer service for inbound queries.
• Serve as single point of contact for customers and vendors.
• Investigate and resolve inquiries with initiative, including network and hardware issues.
• Collaborate across departments to resolve issues.
• Aim to meet individual and team targets.

Responsibilities

• Respond to inbound customer inquiries via phone, email, and chat.
• Maintain a high level of customer satisfaction through effective problem-solving and communication.
• Close tickets in a timely and efficient manner, paying close attention to details.
• Resolve technical issues for customers and clients by asking relevant questions to probe issues and identify root cause.
• Communicate with vendors to troubleshoot and resolve technical issues, looping in all major stakeholders as needed.
• Communicate with customers and clients to provide updates and resolution of technical issues.
• Document and track technical issues and resolutions in a centralized database.
• Work with different teams internally to resolve issues and make follow-up as needed.
• Escalate issues to ensure timely resolution.
• Continuously improve knowledge and skills through training and self-study.
• Be very adaptable to constant changes in the support process.
• Work in flexible hours to match customer needs.

Skills

Multitasking

Customer service

Communication

Problem solving

Tools

Salesforce

TOAST

Aloha NCR

Job description

Dynamix in the Philippines is seeking a Frontline Support Specialist to deliver excellent service for inbound inquiries, acting as the single point of contact for customers and vendors, and handling routine and non-routine incidents.

You will investigate and resolve technical issues with initiative, coordinate with vendors and internal teams, document actions, and continuously improve knowledge to adapt to changing support processes and schedules.