Mandarin IT Service Desk - Quezon City


Job ID:



Quezon, NCR 




65000-90000 per month

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Employment Type:

Full time



Job Description:

  • To provide 1st & 2nd line technical support; answering support queries via phone, email, Chat and Web
  • Pharma and healthcare processes/domain background/knowledge
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles.
  • Minimal to good navigation and technical understanding on Veeva CRM and Veeva Vault Applications, high-level process and function how they work and used
  • Preferred 1-2 years of experience on SalesForce.com or Veeva etc.
  • iOS high-level understating and troubleshooting (iPad and iPhone)
  • To take ownership of user problems and be proactive when dealing with user issues.
  • Identifying the issue and categorizing / prioritizing the incident
  • Strong interpersonal skills are a prerequisite.
  • Ability to work effectively in a dispersed team and individually.
  • Routing / Chasing of tickets with other resolver groups
  • Recording trend of calls and identifying outages proactively
  • Callbacks for customer not reachable cases & customer request
  • Identifying the trend of calls / tickets and highlighting it to SDM as applicable for outage confirmation
  • Creating child tickets and  tagging them with problem ticket
  • Callback the user and confirm resolution (where ever applicable)
  • Conduct Audits and Mentor L1 Team Members
  • Recording/Updating the outage / bulletin message in Remedy / ACD based on the status update received by the resolver groups
  • Being compliant to all process and procedures

Job Requirements:

-Open to native and non-native speakers
-Must have completed 2 years in college
-Must have a BPO support Background with basic tech troubleshooting
-Technical Support, IT Support or IT Service Desk background is a plus
-Must be fluent in speaking Mandarin both in Oral and Written communications
-Language Certifications and Examinations is an edge
-Amenable to work in shifting schedule/Midshift/Nightshift
-Can start Asap
Company Info
Collabera Technologies Private Limited, Inc
Makati City, NCR, Philippines

Company Profile