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Customer Support Specialist | Makati City, Philippines

Posted: Apr 18, 2021 11:04:51 PM

We are looking for a Tier 1 Support Specialist to provide technical support to the APAC internal Payroll & Implementation teams, along with our global Client base. The primary focus will be providing support for the APAC region, however there will also be the requirement to assist with AMER and EMEA clients.

The successful candidate will be responsible for supporting and maintaining Global clients. This involves administering both internal and external user access within the CloudPay application suite using our inhouse applications, resolving access issues and triaging payroll queries and updates to the correct teams.


Package and Benefits:
  • Competitive annual salary and benefits package
  • 18 days annual leave plus public holidays
  • 10 days sick leave
  • HMO
  • Personal and professional development opportunities
  • Friendly and flexible working environment

Attributes and Experience Required:
  • Fluent in English
  • Excellent customer service
  • System account administration experience would be desirable
  • Ability to follow User Security procedures and workflow processes
  • Ability to prioritize, work with little supervision and escalate when necessary
  • Strong planning and organizational skills
  • Strong communication skills
  • Excel skills would be desirable
  • Good team player
  • Basic Technical knowledge or IT Savvy
  • Analytical and problem-solving skills


Daily Duties and Main Responsibilities will Include:
  • Dealing with Tier 1 requests via email and telephone
  • Managing tickets using our internal system (ZenDesk)
  • Triaging Payroll queries to the correct teams
  • Provision system access based on client or internal requests
  • Resolving system access issues e.g. password resets
  • Respond to, and drive resolution of incidents and service requests using available information resources
  • Provide assistance during external audits
  • Perform T1 Analysis and to provide 'first call resolution' to clients (Internal / External)


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