Customer Support Specialist
SMS Global Technologies, Inc.
Job Description
- Participate in resolving customer issues in a timely manner, ensuring alignment with service level agreements (SLAs).
- Record and track issues in the ticketing system from creation through to resolution and closure.
- Monitor open tickets, escalating unresolved issues to the appropriate teams or vendors, particularly those with high or critical severity levels.
- Collaborate with vendors to ensure quick resolution of critical issues within SLAs.
- Implement preventive measures to reduce recurring customer issues and enhance product reliability.
- Support operational delivery and participate in User Acceptance Testing (UAT) for new product releases and updates.
- Help improve customer support processes and documentation to ensure better service delivery.
- Conduct training for new clients and offer refresher sessions for existing clients on how to use the ticketing system, particularly when there are updates or changes to workflows.
- Bachelor's Degree in Electronics Engineering, Industrial Engineering, Computer Engineering, Information Technology, or Medical-related Degrees (Nursing, Medical Technology, etc.
- Proficiency in Google Workspace and/or MS Office
- Strong communication and problem-solving skills
SMS Global Technologies, Inc.
HR RepresentativeSMS Global Technologies, Inc.
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Working Location
SMS Global Technologies, Inc.. Penthouse East Tower Philippine Stock Center Exchange 1605, Exchange Rd, Ortigas Center, Pasig, Kalakhang Maynila, Philippines
Posted on 12 August 2025
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