Customer Service Helpdesk - Remote Philippines (Remote)

Customer Help Desk Full-time (Work from Home) Candidates must be based in the PH.
Alphanumeric is hiring a ENGLISH (speaking) CSHD Analyst Full-time to work from home providing level-one technical support in to clinical clientele via inbound calls, emails, and tickets.
100% Work from Home.
Our Offer

• Continuous coaching, training, and development.
• Internet Allowance Provided (Reimbursable)
• Employee Health Card with 1-Dependent
• Work from the comfort of your home
• Equipment Provided
• Employer-paid E-Learning courses

You Must Have The Following

• Experience using Microsoft Applications, preferably savvy in Excel.
• Must be comfortable working in the EST timezone.
• Working hours: Monday to Friday (8PM – 5AM PH time)
• Stable Internet connection. (35 MBPS Minimum)
• At least 2 years of related experience.
• At least 2 years’ experience using the English language.

Position Summary

• Receive, document, and track all incoming customer/user calls for immediate remedy and closure
• Serve as the single point of contact (SPOC) for incidents, including owning the call through closure.
• Provide Service Desk support to external customers and users
• Utilize computer and database information to update incident status

Essential Functions And Responsibilities

• Provide detailed documentation of all steps involved in resolving customer issues.
• Provide service desk support to contracted clients.
• Use defined procedures for responding to customer calls.
• Collect information from the caller and document data elements in the designated tool.
• Maintained records of all calls from customers using an established Service Management tool.
• Investigate, examine, troubleshoot, and solve hardware and software issues quickly.
• Maintain a pleasant demeanor and attitude in day-to-day communication and interface with customers.
• Escalate issues to the appropriate department and personnel.