27/03/2024
Pentana Solutions is currently seeking a talented individual to join our team as an ASIA Recruitment | CS Integrations Support Consultant (F1-2029). This role is integral to our commitment to providing exceptional support and integration services to our clients.
ASIA Recruitment | CS Integrations Support Consultant (F1-2029)
Reporting to the CS Integrations Support Team Leader within the CSC Team, the CS Integrations Support Consultant will be primarily responsible for providing full-cycle IT customer support on Pentana Solutions products and services whilst managing incidents and escalations such as, but not limited to, Vertical Markets, OEM, etc.
THE ROLE:
Key responsibilities include, but are not limited to;
• Provide professional, polite, and timely service to all internal and external customers
• Assist and update customers with a handle time appropriate with the issue
• Consistently meet Service Level Agreements
• Liaise between business units, customers, OEM or third-party partners/suppliers
• Provide and properly document diagnosis and resolution of incidents
• Provide customers with initial and regular updates on incidents within IRG.
• Analyze recurring issues and report to the Team Leader
• Consistently manage own incident queue according to standard SLA and OLA, IRG and follow defined Customer Services Operating Procedures.
• Log all pertinent information including but not limited to contacts, feedback, incidents, requests for service & information, received via phone call, email, or via our Incident Management System.
• Manage customer concerns, resolving conflict where required; negotiate a preferred outcome with customers to address concerns where required.
• Regularly updates incidents through our Incident Management System with internal and external comments as required
• Compliance with appropriate incident assignment group
• Escalate to the Team Leader or Manager when a target is in danger of being breached.
• Create knowledge base articles
• Report daily activities when required especially during work from home
• General administration and ad-hoc projects when required.
WHO YOU ARE:
Professional;
• At least 3 years of work experience in a similar role
• Automotive industry experience is highly regarded
• Knowledge and experience in SQL
• Knowledge and experience in 3rd-party software and components
• Experience in Dealer Management Systems, ERP, or similar software
• Knowledge or experience in OEM engagements.
• ITIL experience or certification
• Experience in Service Now or similar Incident Management Systems.
Personal;
• Excellent customer service and interpersonal skills
• Strategic and critical thinking mindset
• Possessing strong business acumen and excellent analytical skills
• Ability to work effectively within a team and autonomously
• Willing to work on rotating shifts and Philippines holidays
• Excellent work ethics
• Proactive and highly organized, with the ability to prioritize concurrent deadlines.
