Majorel Clark | Help Desk CUA Agent

We design, build and deliver end-to-end CX for many of the world’s most respected digital-born and vertical leading brands.  Our comprehensive east-to-west global footprint in 31 countries across five continents, with 60,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in cultural nuance – essential for true excellence in CX. We have deep domain expertise in tech-augmented front-to-back-office CX. Plus Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a Global Leader in Content Services, Trust & Safety. The real ‘Majorel difference’ lies in our culture of entrepreneurship. We are relentless, resourceful, resilient and agile – all pulling together as One Team. It’s the only way to deliver the total reliability and digital transformation necessary in our constantly changing world.

Position Summary:

Responsible for the delivery of CUA Helpdesk and associated support services for the user community across North America & Philippines. Methods of delivery will include email.

Overall Responsibilities:

• Acts as the initial point of contact for ticketing and emails from internal staff and client regarding client account issues and queries.  Administer and support (Creation, Password Reset, Deactivation) of Account tools logins
• Receiving, logging and managing tickets from internal staff via ticketing system and email
• First line support - troubleshooting of client user account related problems. Initial troubleshooting of Client tool related logins prior client or other IT department escalations
• Escalate unresolved client user account issues and management to other support team and create Mission Control and BTS (IT Team) for Client Tool related issues
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• Maintain a high degree of customer service for all support queries and adhere to all service management principles
• Creation, deletion and management of client user accounts
• Updating Role Matrix Tracker
• Monthly update of Client Audit Report
• Sending Daily reports on account report
• Communicate progress and follow up in a timely manner to the Operations and responsible support groups to include Client, IT and Operations team in resolving escalated tickets
• Maintain the Client tools matrix per account and per region
• Maintain monthly SMART card activation, Deactivation and audit process

Job Requirements:

• Strong knowledge of various OS and software such as Windows 7, Windows 10, MS Office Suite (Word, Excel, PowerPoint, Visio, Access & Project) usage.
• Diagnostic and analytical skills for user account related issues
• Basic computer abilities with the understanding of terminology and functionality.
• Excellent communication and presentation skills - written, verbal and telephone manner
• Excellent organizational skills
• Proven problem solving and troubleshooting skills related to user account management, facilitating the efficient and effective identification of problems and application of appropriate solutions.
• College/Associates Degree or Bachelor’s Degree in related field 
• Minimum of 1 year of experience in a technical support environment, user account management or similar role
• Self-motivated achiever who gains satisfaction from providing excellent customer service with proven track record in achieving customer satisfaction and end-user satisfaction
• Ability to multitask - Sense of urgency; maintain a positive attitude

Majorel Philippines Corp. is an Equal Opportunity Employer and believes that all persons are entitled to equal employment opportunity, and the Company does not discriminate against its qualified employees or applicants because of race, color, creed, religion, sex, gender, gender identity, sexual orientation, marital status, political affiliation, union membership, national origin, ancestry, citizenship status, veteran status, age, physical or mental disability, genetic information or any other status protected by applicable federal, state or local law. Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship, including recruitment, hiring, upgrading, training, promotion, transfer, discipline, layoff, recall and termination.