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

This job description indicates in general the nature and levels of work, knowledge, skills, abilities and other essential functions (as covered
under the Americans with Disabilities Act) expected of an incumbent. It is not designed to cover or contain a comprehensive listing of activities,
duties or responsibilities required of an incumbent. An incumbent may be asked to perform other duties as required.

• 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 tool.

This role will be based out of Notified Office located on the 14th Floor, AIA Tower (formely Philam Life Tower), 8767 Paseo de Roxas, Bel-Air, Makati City. Our expectation at this time, is that you would work from our office on Tuesdays, Wednesdays, Thursdays with flexibility to work from home on Mondays and Fridays.

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Job Snapshot