Helpdesk Coordinator

Job Description

This is a remote position.

At Emapta, saying 'We're a Family' means we're also your second home at work, and our ratings prove it!

4.5 GLASSDOOR RATING

4.5 FACEBOOK RATING

93% CANDIDATE REFERRAL

Our goal is to build your local careers with global impact, so you can achieve your ambitions and full potential without the need to work abroad.

In charge / responsible for making sure that tickets are followed up on

Reviews all tickets that get closed to see if the tickets were resolved-Tracks tickets to make sure that responses are happening in a timely fashion-Makes sure that customer issues are resolved and not just responses-Reviews tags on tickets to make sure they are consistent so that tickets are easily searchable at a future point

Follows up with staff on issues that are either unresolved, lagging on a response, or do not have an appropriate resolution

Escalates on a per ticket basis to management for delays on tickets and or if a repeater site needs to be fixed

Looks for patterns / common issues that are occurring at repeater sites and escalates when a pattern is noticed

Assists with training staff on customer interactions and follow through

• Requirements

5+ years of experience providing help desk support

Excellent communication skills

Proven analytical and problem-solving abilities

Ability to effectively prioritize and execute tasks in a high-pressure environment

Exceptional customer service orientation

Patience for dealing with difficult customer-service situations

HMO coverage including 1 dependent or Mutual Fund Benefit Upon regularization

20 leave credits consumed at your discretion with up to 5 days commutable to cash

Night Shift Work Schedule

Exposure to world-class and high-level foreign clients and partners

Employee engagement activities

This is a remote position.

At Emapta, saying "We're a Family" means we're also your second home at work, and our ratings prove it!

4.5 GLASSDOOR RATING

4.5 FACEBOOK RATING

93% CANDIDATE REFERRAL

Our goal is to build your local