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Job Description
For this opening we will consider candidates from the following locations: Makati,Metro Manilla,Philippines |Job Summary:
The Support Specialist team manages the delivery of services to clients to ensure that SLAs (service level agreements) and KPI (key performance indicators) are met or exceeded. Builds and maintains strong client relationships and provides day-to-day client advice and support for their various IR and PR needs. Activities may involve both short- and long-term commitment of service and vary significantly in value/strategic importance.
Essential Duties:
- Provides day to day client advice, working to maintain strong client relationships.
- Under general direction, assists business owners and stakeholders in defining business and system requirements.
- Responds to basic unresolved production support issues and participates in analysis and resolution on behalf of the business, escalating more complex issues to senior colleagues.
- Under general supervision, assists in solving problems for clients, ensuring that SLAs and KPIs are met.
- Communicates client requirements to operational teams when applicable.
Minimum Qualifications:
Education
- Bachelor’s degree from an accredited college or university required. Equivalent work experience in a similar position may be substituted for educational requirements.
Experience
- At least 1 year of experience in a client-facing position required. Experience in support of complex products preferred.
Other
- Communicates clearly with clients via phone, email, and chat
- Responds to basic client support inquiries, ensuring they are handled in order of priority
- Participates in analysis and resolution of unresolved support issues, escalating more complex issues to senior colleagues
- Performs administrative duties including account and user maintenance
- Delivers outcomes using good interpersonal skills and organizational skills
- Embraces collaborating with teammates
- Ability to work occasional overtime during high volume periods
- Knowledge of other Notified service offerings
- Requires guidance on task initially and requires supervision. Is working in a smaller defined area of the role, this continues to expand as the employee gains more confidence and capability.
- Applies general knowledge of business developed through education or past experience
- No supervisory responsibilities; accountable for developing technical contribution
- Uses existing procedures to solve standard problems; analyses information and standard practices to make judgments
- Exchanges straightforward information, asks questions and checks for understanding
Displays demonstrated knowledge of, and ability to use and learn various technology tools
ABOUT US
Connecting people with each other and the right information is mission critical. Our Company develops innovative cloud-based technology to make it easier, more effective and more efficient to make the right connections. Our solutions put people in sync with each other and the right information, so they gain the insight needed to reach better decisions on the issues that matter most. We do it with a laser focus on reliability.
The Company is a leading provider of technology-driven, communication services, serving Fortune 1000 companies and other clients in a variety of industries, including telecommunications, retail, financial services, public safety, technology and healthcare. For more than 30 years, we have been leading the way in hosted and cloud-based solutions.
Our solutions connect people with each other and the information needed to gain insights for better decisions on the issues that matter most – Information to Insight.
Our Company has sales and/or operations in the United States, Canada, Europe, the Middle East, Asia Pacific, Latin and South America and is an Equal Opportunity Employer – Veterans/Disabled and Other Protected Categories. Our Company welcomes and encourages applications of individuals with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
ABOUT THE TEAM
Notified® is a business segment within West, and is the world’s only communications cloud for events, public relations, and investor relations to drive meaningful insights and outcomes. Our Events Cloud enables event planners, marketers, and communications professionals to create unforgettable experiences which build brand and community engagement through hybrid events, conferences, trade shows, town halls, and product launches. Notified’s PR Cloud enables public relations professionals to reach global audiences, monitor brand sentiment, send press releases via GlobeNewswire®, measure success, and drive earned media. Navigate the media landscape and tap into real-time analytics from an integrated, intelligent, and easy-to-use platform. The Investor Relations Cloud enables investor relations professionals to manage communications – earnings calls, regulatory filings, press releases, investor days, and IR Websites – to maximize shareholder value. Activate your market strategy and manage dynamic communications and regulatory requirements from one platform.
At Notified we place a lot of value in giving our clients the solutions and support they need to operate efficiently and successfully. This same desire we use to set our customers up for success applies to our employees as well. Notified is committed to helping our employees and their families maintain a healthy work/life balance, to build a financially secure future. Self-development and learning are key with all our global employees having access to our internal learning and development university DevelopU for career and skills enhancement.