Job Title: Multilingual Service Desk Analyst

Required spoken language can be any of the following: Latvian, Lithuanian, Estonian, Danish

Category: Service Desk / End User Services

Main location: Philippines, Metropolitan Manila, Taguig (Onsite)

Salary: PHP 80,000 - 85,000

Employment Type: Full Time

Headcount: 3 per languaes

multilingual L1 Customer Support Agent to join us



In this role, you will be responsible for delivering outstanding customer service and technical support to clients through phone, email, and chat. The ideal candidate is passionate about helping others, has excellent communication skills, and possesses a solid foundation in technical troubleshooting.



Qualifications:



• Must be fluent in English and any of the following languages: Latvian, Lithuanian, Estonian, Danish

• Strong verbal and written communication skills

• Basic to intermediate knowledge of Windows and Microsoft 365 (M365)

• Experience or aptitude in technical troubleshooting and customer support

• With an active TRV or Permanent Resident Visa 

• Should be amenable to work on a shifting schedule and onsite in Taguig

• Salary expectation should be within the maximum budget



Your future duties and responsibilities:



• To work in partnership with local management, colleagues and clients at all levels to ensure requests are resolved to the satisfaction of the customer.

• Follow agreed escalation procedures.

• To come in on time and on scheduled shift and Breaks assigned by people manager.

• Follow rest day schedule as assigned.

• Assists Service Desk Specialist in processing non-complex work orders, service request as necessary support requirements assigned by the Service desk management team or Service Desk Manager

• Advise people manager of planned/unplanned leaves as below:

• Vacation leave – at least 10 days in advance of planned leave date

• Sick leave - at least two (2) hours prior to the start of the shift. A member, when using sick

• leave, must notify his manager (or next higher-ranked manager) via a phone call to the

• manager’s direct office line or mobile phone within the prescribed lead time.

• Maintain quality standards in accordance with agreed metrics.

• Ensure that all quality deficiencies are corrected in a timely manner for activities in your function.

• To submit necessary service delivery reports

• Ensure feedback is given to people manager if potential issues are detected.

• Ensure feedback is given to people manager if process improvement measures can be implemented.

• Ensure attendance at planned meetings.



The above statements are intended to describe the general nature and level of work. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of a member as classified. All members may be required to perform duties outside of their normal responsibilities from time to time, as needed.





Required qualifications to be successful in this role:



• At least a Vocational Diploma, Short Course Certificate Undergraduate, or Bachelor’s/College Degree in any field

• At least 2 years of experience in Service Desk, Helpdesk or Technical Support.

• Proficient in written and verbal communication in English and any of the following languages: Latvian, Lithuanian, Estonian, Danish, Finnish

• Keen attention to detail.

• Proficient computer and technical skills.

• Solid analytical and problem-solving skills.

• Good process mapping ability.

• Amenable to work in our Ortigas and McKinley, Taguig site

• Proactive, service-minded and able to multi-task.

• Good interpersonal skills (empathy, verbal dexterity, etc.)



Required qualifications to be successful in this role:





Skills:

English

Help Desk/IT Services

Latvian/Lithuanian/Estonian/Danish

Analytical Thinking

Detail-oriented