The Role
Provide technical support and troubleshooting for platforms and applications, manage tickets and escalations, create and maintain knowledge base articles, participate in on-call rotations, and drive continuous service improvements to reduce incidents while delivering strong customer service.
Summary Generated by Built In
Job Description:
- Provide technical support and troubleshooting for platform and application issues, ensuring timely resolution.
- Assist the customer providing guidance on best practices for utilizing platforms and applications effectively.
- Coordination of ticket resolution with internal, external and vendors teams.
- Escalation Management.
- Knowledge Management (Creation of knowledge articles and internal knowledge base maintenance).
- Continuous service improvement to reduce incidents and their impacts.
- Overall Tickets backlog management.
- Salesforce knowledge is a plus.
- Participate in 24X7 on-call rotations and provide after-hours support as needed.
- Excellent organizational skills and attention to detail.
- Excellent communication and interpersonal skills.
- Fluency in English
- Structured and analytical problem-solving and solution-identifying in complex environments.
- Ability to work independently and collaboratively in a fast-paced, dynamic environment.
- Ability to multi-task and use good business judgement.
- Eagerness to learn and adapt to new technologies and processes.
- Strong customer service orientation.
Location:
DGS Philippines - Makati City - RCBC PlazaBrand:
MerkleTime Type:
Full timeContract Type:
PermanentSkills Required
- Provide technical support and troubleshooting for platform and application issues
- Coordinate ticket resolution with internal, external and vendor teams
- Escalation management
- Knowledge management and creation of knowledge base articles
- Manage overall ticket backlog and continuous service improvement
- Participate in 24x7 on-call rotations and provide after-hours support as needed
- Excellent organizational skills and attention to detail
- Excellent communication and interpersonal skills; fluency in English
- Structured and analytical problem-solving in complex environments
- Ability to work independently and collaboratively in a fast-paced environment
- Ability to multi-task and use good business judgement
- Strong customer service orientation
- Salesforce knowledge
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The Company
What We Do
Dentsu Creative is a global creative agency network designed to unlock exponential growth for clients. We use Transformative Creativity as a differentiating, driving force to bring our capabilities together to positively impact people, business and society. Established in 2022, Dentsu Creative is integrated with dentsu’s Media and CXM businesses in over 145 countries and regions, to offer Integrated Growth Solutions.
