Analyze functional and technical cases and provide resolution in accordance with agreed customer metrics to ensure customer satisfaction (i.e. SLA/PSP)
Work as part of a team to resolve client issues that affect multiple clients
Create new solutions to enhance the Customer Searchable database ensuring a faster service to the customers in the future
Share knowledge and practical experience through Misys Customer Services teams on product/technical skills to continually improve the capability and effectiveness of the Services/Support teams
Provide accurate information to the support helpdesk team, as needed, to facilitate technical analysis and development of workaround or fix
Maintain status of problem resolution and updates customer on resolution status
Regularly record up-to-date & accurate information in the call logging system (e.g. SFDC, SupportForce.Com) so that customers can see progress on the support cases
Adhere to existing policies and procedures
Assist in identifying Professional Services or Product Sales opportunities arising from customer calls and referring these to the appropriate groups for action in order to drive increased revenue
Document known issues and solutions in order to ensure adequate internal communication of problem resolution
Conveys customer feedback to management
Participate on team and special projects to improve product and service quality in order to enhance client satisfaction
Requirements:
Bachelor’s degree in computer science/IT or relevant course
3-4 years experience with financial products in a support, development or consultancy environment, of which at least 2 years experience is in developing or supporting the assigned products and a demonstrated competence in functional or technical components of the assigned products
Strong customer facing and interpersonal skills
Must be customer focused and able to work well under pressure
Capable of multitasking and working independently and as part of a team
Strong organizational and time management skills
Able and willing to work on ‘shifts’ or to be on an ‘after hours’ rotation
Walk-in applicants are entertained from time to time. Our recruitment office is located at
2nd Floor Philamlife Tower Paseo de Roxas Makati City
Date: 26 January 2011
City/Town: Makati City
Location: Manila
Wage/Salary: PHP30k+++++++
Start: immidiately
Duration: Regular
Type: Full Time
How to apply: send resume by email
Company: Misys International Banking Systems
Contact: Rio Dorado
Phone:Fax:Email: Eligibility note:
It is unlawful to employ a person who does not
have permission to live and work in the Philippines. Unless the advert states otherwise,
please ensure you have this permission before applying.
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