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Tier 1 Help Officer – Axiem

Posted on January 16, 2018 | No Comments on Tier 1 Help Officer – Axiem

Company: Axiem Corporation
Job Title: Tier 1 Help officer | 100% Email

Job Description:

The Tier 1 Help Officer is a key customer facing role responsible for providing a high value customer experience to all the Company users. The main functions of this role is to respond to Tier 1 enquiries via the Zendesk Support System. With a focus on engaging and efficient dialogue, identifying needs quickly and correctly presenting solutions in a timely manner.

Customer service and support
Respond to customer enquiries in a professional and timely manner
Engage customers with questions to correctly identify needs, verify relevant details and ensure issues are addressed completely
Use knowledge of products and services and available internal resources to assist troubleshooting and problem solving
Escalate Tier 2 and above issues to other departments and managers where appropriate
Promptly communicate with the team by email, Skype, and other online applications when required
Assume a key role during incidents impacting users, as required
Community Interaction
Make positive contributions to the team and internal community by participating in internal discussion and meetings especially where feedback is requested
Lead by example promoting the company values and behaviors to a global audience
Develop and maintain effective team communication and engagement programs for the Help Team via the intranet, email, Slack and other channels
Accurately track hours and tasks daily
Maintain an organized work environment to encourage efficiency and productivity
Perform other related duties as assigned


Excellent English spelling and grammar
Minimum of 6 months recent experience in Email customer service/technical support
Experience in using Zendesk is an advantage
Typing speed of at least 35 WPM with high Accuracy
Highly regarded interpersonal and communication skills
Works well in a team
A sincere desire to help people solve their problem
Self-starter who takes ownership of their learning and training
Reliable and consistent
A sincere desire to help people solve their problems
Excellent decision-making skills with an emphasis on courtesy
Ability to adapt to changing technologies and tools
Ability to cope with repetitive or continuous support queries
Experience with and/or demonstrate enthusiasm for the Internet and technology
Conflict resolution skills and a mature and positive attitude towards difficult situation
Ability to follow instruction and process but also able to question it when it doesn’t feel right
Most importantly a healthy dose of common sense along with being a super nice person
Amenable to work in Mandaluyong
Amenable to work in shifting schedules
Available to start ASAP

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