Industry: Online Media World's Leading Online Video Subscription service company Work from Home (Temporary Set Up) Remote/Virtual Hiring Process Full-time Employment Shifting Schedules Can Start ASAP
Job function: Analyst
Competitive Compensation Day 1 HMO Coverage plus free dependents Flexible Time-Off Structured and paid training program
As a Technical Research Analyst (TRA), you are responsible for driving improvements in the client's product and CS platform through investigation of advanced client's issues. You will provide technical escalation support to our global customer base and partners. You will think quickly, solve puzzles, and possess strong client's product knowledge. You will use excellent judgment in pursuing the right course of action without relying heavily on set policies to guide you. In addition to technical requirements, phenomenal interpersonal skills with our customers, partners, and peers are a critical component of success in this role. You will handle in-depth technical and product based questions and escalations from customer service centers around the globe You will investigate and document complex technical issues impacting our service You will prevent negative impacts to the client and our customers by identifying trends and articulating them into actionable follow ups and takeaways You will be assisting our Global Escalations team in coordinating the Customer Service response to service issues and outages You will serve as a resource for general and technical inquiries in the client's APAC region through participation in support chats and team meetings
You are a College Graduate of any course You have at least 2 years of experience in a technical troubleshooting role with a focus on helping to determine the root cause of technical issues You have strong computer troubleshooting skills including Mac OSX & Windows operating systems, hardware, software, home networking configurations, and internet connectivity issues You are someone who can communicate well in both verbal and written forms in English to a wide variety of internal and external partners regarding complex issues You can innovate methods to drive positive change in our customer service operations You have a validated history of exercising creative thinking and problem resolution skills You have the ability to extract and interpret large amounts of information from various databases and sources You are receptive to and able to appropriately incorporate feedback to continuously improve in a high performance environment of rapid change You are able to travel domestically, within the Philippines, potential for international travel
The recruitment process including the interviews and exams will be done remotely.