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Careers at OBP

Tier 1 Help Officer | 100% Email Support


SALARY:  21000 - 25000

We are looking for Email Support experts to join our growing company. Find out more about this offer.

Responsibilities

 Customer service and support

  • Respond to customer enquiries in a professional and timely manner
  • Engage customers with questions to correctly identify needs, verify relevant details and ensure issues are  addressed completely
  • Use knowledge of products and services and available internal resources to assist troubleshooting and  problem solving
  • Escalate Tier 2 and above issues to other departments and managers where appropriate
  • Promptly communicate with the team by email, Skype, and other online applications when required
  • Assume  a key role during incidents impacting users, as required

 Community Interaction                                                                               

  • Make positive contributions to the team and internal community by participating in internal discussion and  meetings especially where feedback is requested
  • Lead by example promoting the company values and behaviour to a global audience
  • Develop and maintain effective team communication and engagement programs for the Help Team via the  intranet, email, Slack and other channels

 Administration

  • Accurately track hours and tasks daily
  • Maintain an organized work environment to encourage efficiency and productivity
  • Perform other related duties as assigned

Requirements

  • Excellent English spelling and grammar
  • Experience in using Zendesk is an advantage 
  • Typing speed of at least 35 WPM with high Accuracy
  • Highly regarded interpersonal and communication skills
  • Minimum of 1-year recent and solid experience in email support 
  • A sincere desire to help people solve their problems
  • Self-starter who takes ownership of their learning and training
  • Reliable and consistent
  • Sincere desire to help people solve their problems
  • Excellent decision making skills with an emphasis on courtesy
  • Ability to adapt to changing technologies and tools
  • Ability to cope with repetitive or continuous support queries
  • Experience with and/or demonstrate enthusiasm for the Internet and technology
  • Conflict resolution skills and a mature and positive attitude towards difficult situation
  • Ability to follow instruction and process but also able to question it when it doesn’t feel right
  • Most importantly a healthy dose of common sense along with being a super nice person
  • Amenable to work in Mandaluyong/Ortigas
  • Amenable to work in shifting schedules

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