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Level 1/2 Support Officer (SPT0005)

hammerjack-pty-ltd · 18 days ago
Negotiable
Full-time
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Join Our Professional Community: Forge Connections, Shape Futures, Together, Powering Businesses Worldwide!

Are you ready to be part of a professional community that's powering businesses globally to save, grow and transform? Do you want to work with innovative technology, alongside talented professionals who share your passion for excellence? Look no further - hammerjack has the perfect opportunity for you!


Role: Level 1/2 Support Officer
Location: Permanent Work-from-home

About Us:
At hammerjack, we're not just another outsourcing company - we bring together skilled professionals from the Philippines with businesses worldwide, leveraging expert operations and the latest technology to create connections that empower our community. Our mission? To improve lives by fostering meaningful professional relationships and driving success on a global scale.

Our Impact:
Over the years, we've built workplaces that empower employees to thrive, contributing in meaningful ways to the success and culture of companies around the globe. With our focus on professional services and our people-first culture, hammerjack has become a trusted partner for businesses and professionals alike, humanizing the outsourcing industry one connection at a time.

DUTIES AND RESPONSIBILITIES

Client Support

  • Provide Level 1 and Level 2 support to clients via outbound phone, email, and chat.
  • Diagnose and resolve technical issues related to our SaaS products.
  • Escalate complex issues to higher-level support or technical teams as needed.

Knowledge Base Management

  • Maintain and update the company’s knowledge base with accurate, user-friendly articles.
  • Write clear, detailed documentation and troubleshooting guides for common issues.
  • Ensure all knowledge base content is current and reflects product updates and changes.

SLA Compliance

  • Work within defined SLAs to ensure timely resolution of client issues.
  • Monitor and report on SLA performance, ensuring adherence to company standards.
  • Prioritize and manage multiple support requests effectively.

Communication and Collaboration

  • Communicate effectively with clients to understand their issues and provide appropriate solutions.
  • Collaborate with internal teams to resolve client issues and improve product functionality.
  • Provide regular updates to clients on the status of their support requests.


QUALIFICATIONS

  • Diploma or degree in Information Technology, Computer Science, or a related field.
  • 2-3 years of experience in a support desk or technical support role, preferably within a SaaS company.
  • Experience in maintaining a knowledge base and writing knowledge base articles.
  • Proficiency in using Zendesk support desk software and ticketing systems (e.g., Zendesk, Freshdesk).
  • Basic understanding of software troubleshooting and network concepts.
  • Familiarity with remote desktop tools and diagnostic techniques
  • Excellent verbal and written communication skills.
  • Strong problem-solving and analytical skills.
  • Ability to work independently and within a team.
  • High attention to detail and organizational skills.
  • Customer-focused attitude with a commitment to providing high-quality support.

Good to have

  • Experience with SaaS products and services.
    Familiarity with ITIL framework and best practices.
  • Certification in IT support or customer service (e.g., CompTIA A+, ITIL Foundation).

What's in It for You:

  • Flexibility: Work hybrid (remotely and from one of our inspiring offices) and enjoy a better work-life balance!
  • Inspiring Workspaces: Our offices are strategically located and designed to fuel your best work.
  • Free Unlimited Barista Coffee and Booze: Enjoy refreshments from our cafe and beverage bar.
  • Dynamic Open Spaces: Conducive for productivity and creativity.
  • State-of-the-Art Security: Ensuring your safety and peace of mind.
  • Game Rooms: Take a break and unwind with our recreational facilities.
  • Competitive Compensation: Your talents deserve to be rewarded! We help you negotiate with our clients.
  • Professional Growth: Access to ongoing training and development opportunities to help you reach your full potential.
  • A Supportive Community: Join a diverse and inclusive team that's dedicated to your success.
  • Global Impact: Be part of something bigger and make a difference on a global scale.

Ready to Make a Difference?

If you're ready to join a dynamic team and be part of something truly special, we want to hear from you! Apply directly on this job ad, and let's forge a brighter future together!

hammerjack is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.


Last updated on Jun 26, 2024

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