Support: CUSA 001–Customer Support Associate (Makati City)

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Job Description:
Assists in meeting product area/vertical support teams' objectives by identifying and planning training needs for staff to support the vertical product area.


  • Provides direction/specific tasks to Technical Support Engineers/Customer Support Team Leads on how to accomplish department objectives around Service Level, First Contact Resolution, Customer Satisfaction, Quality Scores, etc.
  • Recommends new policies/ processes and/or improvements to it.
  • Collaborates with NetSuite partner vendors in developing/improving processes to support joint customers.
  • Works closely with Product Management/Development in any discussion that will have impact on service level, staffing requirements and customer satisfaction (like new feature releases).
  • Represents Support in vertical discussions where customer feedback / experience are valuable to plan the product.
  • Assists in resolving complex customer technical escalations requiring high level of customer service skills, business vertical and internal policies.

  • Candidate must possess at least a Bachelor's/College Degree , Computer Science/Information Technology, Finance/Accountancy/Banking, Science & Technology or equivalent.
  • Preferably 1–4 Yrs Experienced Employees specializing in IT/Computer–Software or equivalent.
  • Experienced Employees specializing in Customer Service is a plus
Problem Solving/Skills:

  • Resolves moderately complex customer escalations where solution requires thorough analysis of impact to customer and organization and approval of final solutions is sometimes required.
  • Makes decision in managing performance issues of individual Support Specialists/Engineers.
Decision Making/Skills:

  • Uses acquired product and business knowledge to make decisions.
  • Exercises judgment on moderately complex customer escalations and performance situations.

  • Frequently interacts with subordinate managers and functional peer groups.
  • Interaction normally involves matters between multiple vertical support teams.
  • Promotes cooperation between units.

  • Good knowledge of the product, tools and other technical resources of the center.
  • Knowledge and considerable amount of experience in the business vertical.
  • Product and technical knowledge is advanced to expert level

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