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Technical Support (Open to Fresh Grad)

R

Risewave Consulting Inc.

20 - 25K PHP
Full-time
N/A
Communication SkillsTechnical SupportCustomer Service

About Us

We are a global climate technologies company engineered for sustainability. We create sustainable and efficient residential, commercial and industrial spaces through HVACR technologies. We protect temperature-sensitive goods throughout the cold chain. And we bring comfort to people globally. Best-in-class engineering, design and manufacturing combined with category-leading brands in compression, controls, software and monitoring solutions result in next-generation climate technology that is built for the needs of the world ahead.


Whether you are a professional looking for a career change, or recent graduate with an advanced degree, we have opportunities that will allow you to innovate, be challenged and make an impact. Join our team and start your journey today!


JOB OBJECTIVE

This position is required to perform basic and advanced support for alarm management and to

professionally handle, monitor and process refrigeration and HVAC alarms, including but not limited to diagnosing, interrogating, troubleshooting via connecting to customer software, relaying refrigeration / HVAC alarms, and other customer requests pursuant to customer specifications for a 24/7 department operations.


This position is also required to answer inbound calls, service requests, confirm work orders, perform graph analysis and troubleshooting of refrigeration and HVAC alarms of Basic, Resolution and Smart Dispatch Food Retail customers.


RESPONSIBILITIES AND OUTPUTS

MAIN DUTIES


ALARM MANAGEMENT & SMART DISPATCH - 95%

  1. Responsible for interrogation of refrigeration and/or HVAC alarms received and diagnosing them based on Service Level Agreement with external customers
  2. Deliver alarm information with accurate documentation by calling or sending email to external customers
  3. Identify correct action, whether to call or disregard/hold alarms based on alarm history, graph analysis vis-à-vis customer procedure
  4. Update and confirm completed work orders pursuant to customer procedures
  5. Answer inbound and transferred calls and address them as necessary
  6. Read and understand customer procedures
  7. Identify process improvement
  8. Conduct customer survey for every external customer transaction


ADDITIONAL FUNCTIONS - 5%

  1. Other functions that may arise.


Total 100%


JOB SPECIFICATIONS


EDUCATIONAL BACKGROUND

  • Graduate of any 4-year degree


WORK EXPERIENCE OR TRAINING

  • Fresh graduate is acceptable
  • Preferred with experience gained from interactive customer service and related functions.
  • Background in offshore service operations is an advantage


SKILLS AND ABILITIES

  • Computer Applications such as MS Office (Basic Knowledge in MS Outlook, MS Word, MS Powerpoint, SharePoint and Basic Knowledge in MS Excel)
  • Managed Services business systems and tools but not limited to Salesforce, RDP, Genesys, etc.


OTHER WORK CONDITIONS

  • Work on shifting operations with scheduled days off
  • Supporting the assigned business and customers
  • Work on Weekends and Holidays
  • Willing to render overtime or rest day overtime on a voluntary basis when operational needs arise during critical days and/or peak season
  • Fast-paced environment
  • Work on-site thrice a week


COMPETENCY PROFILE

  • Customer Focus
  • Communicates Effectively
  • Drives Results
  • Action Oriented
  • Collaborates
  • Self-Development
  • Self-Awareness
  • Interpersonal Savvy
  • Plans and Aligns