Shared User Management Agent (Remote / WFH)

As an End-User Helpdesk Agent, you will be primarily responsible for providing frontline user management and customer support. The End-User Helpdesk Agent efficiently provides support to customers, is a flexible problem-solver, and is confident at providing solutions. You investigate if you do not have enough information to resolve customer inquiries and complaints. At the same time, you are patient, empathetic, and very communicative with others. The End-User Helpdesk has at least basic computer skills and the capacity to stay focused in a busy work environment. The service runs 24 x 7.

Key Tasks and Responsibilities :

• Process User Management / UMT worklist requests within SLA
• Provide updates to the Sponsors, Implementation Managers, and other relevant teams on the creation / maintenance of all client-supported product accounts.
• Follow strict instructions on the creation / update of all client-supported product accounts as specified on Helpdesk Briefs / Communication Plans for each trial.
• Communicate with the Sponsor via email regarding issues on the creation / maintenance of all supported products and follow up on resolutions in a timely fashion and ensure communication is accurate both verbally and in writing.
• Ensure that all data is entered / updated correctly in the CRM system.
• Perform database system performance reporting tasks.
• Root Cause Analysis ticket owner for alerts and errors generated by the various products supported.
• Complete QC activities for User Management activities completed by other Helpdesk Administrators
• Complete Site Allocation for all client-supported product Users in a timely fashion.
• Escalate promptly to Shared UM TL any issues with the completion of User Management or compliance with SLA.
• Ensure compliance with customer Data Privacy and Security Policy
• Perform other administrative tasks as required.
• Provide comprehensive administrative and operational support to the service projects to ensure successful project planning, execution, and delivery. This role involves managing QA evaluations, training, documentation, facilitating communication, tracking progress, user & client support, and assisting with various project-related tasks to keep projects on schedule and within budget.

Requirements

Skills / Attributes Required :

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required.

Technical :

Behavioral :

Qualifications :

Benefits

As well as the fantastic opportunity to partner with huge global brands and pursue an exciting career with a rapidly growing BPO leader, transcosmos pride itself on a fun, healthy and encouraging work environment in the premium district of Mckinley Hill, Taguig.

We also reward of our staff with great benefits including :