[Hiring] Shared User Management Agent @transcosmos (TCIS)
Mar 24, 2025 - transcosmos (TCIS) is hiring a remote Shared User Management Agent. 💸 Salary: unspecified. 📍Location: Philippines.
Role Description
As an End-User Helpdesk Agent, you will be primarily responsible for providing frontline user management and customer support. The End-User Helpdesk Agent efficiently provides support to customers, is a flexible problem-solver, and is confident at providing solutions. You investigate if you do not have enough information to resolve customer inquiries and complaints. At the same time, you are patient, empathetic, and very communicative with others. The End-User Helpdesk has at least basic computer skills and the capacity to stay focused in a busy work environment. The service runs 24 x 7.
- Process User Management/UMT worklist requests within SLA
- Provide updates to the Sponsors, Implementation Managers, and other relevant teams on the creation/maintenance of all client-supported product accounts.
- Follow strict instructions on the creation/update of all client-supported product accounts as specified on Helpdesk Briefs/Communication Plans for each trial.
- Communicate with the Sponsor via email regarding issues on the creation/maintenance of all supported products and follow up on resolutions in a timely fashion and ensure communication is accurate both verbally and in writing.
- Ensure that all data is entered/updated correctly in the CRM system.
- Perform database system performance reporting tasks.
- Root Cause Analysis ticket owner for alerts and errors generated by the various products supported.
- Complete QC activities for User Management activities completed by other Helpdesk Administrators
- Complete Site Allocation for all client-supported product Users in a timely fashion.
- Escalate promptly to Shared UM TL any issues with the completion of User Management or compliance with SLA.
- Ensure compliance with customer Data Privacy and Security Policy
- Perform other administrative tasks as required.
Qualifications
- At least High School diploma or equivalent
- User Management or Data Entry experience for at least 1 year
- Previous experience in SSC/BPO and Customer Service is nice to have
- Excellent communication skills (both written and oral), with the ability to communicate professionally and confidently in English at all levels
Requirements
- Good working knowledge of Microsoft Office tools (Word, Excel, Outlook, etc.)
- Computer and Internet-savvy
- Call/Contact Center ticketing tools, i.e., Zendesk, Salesforce (or similar CRM platform)
- Call/Contact Center call management tools, i.e., Avaya, 8x8 (or similar) is advantageous
- Positive and enthusiastic personality and approach to work
- Ability to take right decisions, strong sense of ownership and accountability
- Ability to apply creativity to resolving problems
- Organized, accurate, with ability to multi-task
- Excellent written and verbal communication
- Willing to learn new skills and grow with the company
Benefits
- Competitive compensation packages
- HMO/Medical and dental coverage
- Life insurance
- Non-taxable allowances
- Night differential
- And much much more!
Company Description
Since we began in 1966, Transcosmos has become a global leader in the Business Process Outsourcing (BPO) industry and today employs 45,000 talented staff in over 160 different locations around the world, including Hungary, Poland, UK and the Philippines!
Transcosmos' is passionate about 'people & technology' and specialise in 24/7 Customer, Technical & Business Support services in over 25 different languages including English, Spanish, German, French, Mandarin, Japanese, Korean, Thai and many more!
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| 📍 | Be aware of the location restriction for this remote position: Philippines |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
|
Salary
💸
unspecified
|
Remote
Location
Philippines
|
|
Job Type
full-time
|
Posted
Mar 24, 2025
|
| 📍 | Be aware of the location restriction for this remote position: Philippines |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
