CUSTOMER SUPPORT OFFICER

Discover your 100% YOU with MicroSourcing!Position: Customer Support OfficerWork setup: Onsite | ShiftingLocation: Ortigas, Pasig CityWhy join MicroSourcing?You'll have:

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses

• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.

• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.

• Career Growth: Take advantage of opportunities for continuous learning and career advancement.

• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Key ResponsibilitiesTECHNICAL SUPPORT

• Respond to all requests for web, email and phone support for external customers using IMDEX supplied solutions in production environment, Telephony and collaboration systems, IMDEX Hub IQ, REFLEX Mobile and Tool apps and any solution registered in IMDEX Digital Support Catalogue or as specifically directed

• Escalate performance issues with internal and/or external providers to minimise adverse impact of systems availability on business continuity.

• Serve as the primary escalation point for complex technical issues, providing expert-level troubleshooting and resolution to minimize downtime and disruptions to business operations.

• Encourage team to work collaboratively to contribute to achieving the team's business outcomes

• Provide feedback to team members on ticket accuracy and quality on an ongoing basis

• Minimizing downtime and disruptions to business operations, fostering teamwork and collaboration within the team, and improving the quality of support provided to customers.

• Collaborate with Customer Service Officers in other regions to resolve complex or global support cases using escalation where appropriate.

• Acknowledging and addressing support requests in a timely manner to achieve high level of customer satisfaction

• Meeting defined service level agreements and response times

• Provide effective solutions and workaround to solve problems

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CUSTOMER RELATIONSHIP MANAGEMENT

• Build effective working relationships within the client.

• Address customer needs and enhance product offerings.

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• Respond promptly to customer queries.

• Maintain comprehensive records of customer interactions, technical issues, and resolutions

GEOLOGICAL SUPPORT

• Provide expert geological guidance, resolving complex inquiries, and ensuring customer satisfaction.

• Resolve customer queries and issues related to geological software and data interpretation.

• Respond promptly to customer inquiries regarding geological services, products, and data.

• Utilize extensive geological knowledge to provide accurate and insightful responses.

• Mentor and support junior team members, providing guidance and fostering a collaborative and supportive work environment.

INCIDENT RESOLUTION AND SERVICE REQUEST MANAGEMENT

• Triage each support incident and service request to determine response level required and ensure appropriate information including resolution is captured in the agreed manner and for future reference, analysis and publication.

• Provide initial technical response to and subsequent management of each assigned support case to ensure completion is within negotiated Service Level Agreements (SLA) and/or Operating Level Agreements (OLA).

• Liaise with internal support teams and external service providers as required to ensure Incidents and Service Requests assigned to them are successfully completed

• Contribute to ongoing maintenance and enhancement of IMDEX Support knowledge by creating and maintaining documentation detailing all maintenance and correctional processes and procedures

• Meeting defined service level agreements and response times.

• Timely resolution of complex issues, minimized downtime for customers, and clear documentation of escalation processes.

• Reduced recurrence of issues, improved system stability, and enhanced collaboration between teams.

MOBILE DEVICE MANAGEMENT (MDM) ADMINISTRATION

• System Maintenance/Upgrades: Ensuring that all systems are running smoothly, adhering to vendor updates and requirements.

• Platform Configuration: Setting up and configuring the MDM platform, including new requirements according to business needs.

• Device Deployment and Management: Overseeing the setup, distribution, and maintenance of devices.

• Stakeholder management: Working with various stakeholders, communicating impacts and outages.

• Security: Implementing security measures to protect mobile data and devices, including encryption and access controls.

• Policy Development: Creating and enforcing policies for device usage, application deployment, and security.

• Technical Support: Providing advanced support and troubleshooting for device issues

• Integration: Ensuring devices are compatible with the organization's IT infrastructure

• Monitoring and Compliance: Monitoring device usage to ensure compliance with company policies and identifying potential security risks.

• Training: Educating technical sales/support staff on correct usage of IMDEX Application tablets.

• Acknowledging and addressing support requests in a timely manner to achieve high level of customer satisfaction

• Meeting defined service level agreements and response times

• Provide effective solutions and workaround to solve problems

• Reduced recurrence of issues, improved system stability, and enhanced collaboration between teams.

LEADERSHIP AND PEOPLE

• Regularly challenges peers or superiors when the situation arises. Discussing the consequences of unacceptable behaviour and offering alternative solutions.

• Delivering on promises. Taking accountability when things go wrong and looks for ways to improve.

• Calling out poor behaviour when they see it at all levels of the organisation in a respectful and constructive way.

• Building partnerships and working collaboratively with others to meet shared objectives.

• Listening actively and demonstrating the ability to separate the person from the problem, so bringing objectivity to the situation.

• Seeking and providing regular feedback to learn and grow.

• Speaking up with confidence and respect displaying courage to deal with difficult situations, issues or behaviours.

• Although opinions may differ, offering the opportunity for open dialogue.

• Holding self and others accountable to meet commitments and deliver results even under tough circumstances.

• Proactively identifying potential setbacks and obstacles and working through them effectively to achieve the desired result on time.

• Treating every work colleague, customer, and supplier with respect.

• Proactively seeking out opportunities for collaboration within and across teams to achieve shared outcomes.

• Engaging in decision making - makes good and timely decisions that keep IMDEX moving forward at pace. Invests time getting to know all employees that impact their decisions.

HEALTH, SAFETY AND ENVIRONMENT

• Taking reasonable care of self and others in the workplace and complying with the relevant legislative requirements and IMDEX Quality, Health, Safety and Environment (QHSE) management system policies and procedures.

• Wearing, using and maintaining the provided personal protective equipment and reporting any unsafe practices or conditions which come to your attention.

• Taking reasonable care to ensure own acts or omissions do not adversely affect the health and safety of other persons.

• Hazards and incidents reported in line with company policies.

• Actively participated in safety meetings.

• Quality alerts raised in line with company policies.

RISK AND COMPLIANCE

• Contributing to the identification of risks and compliance requirements relevant to own scope of work.

• Applying risk management and regulatory compliance processes to own scope of work.

• Leading by example to promote positive risk and compliance behaviours within own scope of work.

• Complying with IMDEX risk and compliance policies, local laws and other relevant standards within own scope of work.

• Potential non-compliance or misconduct is reported through appropriate channels.

• Behaviours that do not align with the IMDEX Code of Conduct are challenged.

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About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

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