Customer Support Specialist
SMS Global Technologies, Inc.
Job Description
Description
- Participate in resolving customer issues in a timely manner, ensuring alignment with service level agreements (SLAs).
- Record and track issues in the ticketing system from creation through to resolution and closure.
- Monitor open tickets, escalating unresolved issues to the appropriate teams or vendors, particularly those with high or critical severity levels.
- Collaborate with vendors to ensure quick resolution of critical issues within SLAs.
- Implement preventive measures to reduce recurring customer issues and enhance product reliability.
- Support operational delivery and participate in User Acceptance Testing (UAT) for new product releases and updates.
- Help improve customer support processes and documentation to ensure better service delivery.
- Conduct training for new clients and offer refresher sessions for existing clients on how to use the ticketing system, particularly when there are updates or changes to workflows.
Requirements
- Bachelor's Degree in Electronics Engineering, Industrial Engineering, Computer Engineering, Information Technology, or Medical-related Degrees (Nursing, Medical Technology, etc.
- Proficiency in Google Workspace and/or MS Office
- Strong communication and problem-solving skills
SMS Global Technologies, Inc.
HR RepresentativeSMS Global Technologies, Inc.
Active within seven days
Working Location
SMS Global Technologies, Inc.. Penthouse East Tower Philippine Stock Center Exchange 1605, Exchange Rd, Ortigas Center, Pasig, Kalakhang Maynila, Philippines
Posted on 12 August 2025
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