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End User Support

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UBIQUITY

6d ago

  • Internship
    Full-time
    Off-cycle Internship
  • Customer Relations
    IT & Cybersecurity
  • Manila
  • Quick Apply

AI generated summary

  • You need 0-1 year experience, customer-facing skills, time management, proficiency in Windows/Mac, strong English, and fluency in a local language. Be open to feedback and communicate effectively.
  • You will provide technical support, escalate unresolved issues, maintain documentation, log system updates, troubleshoot hardware problems, resolve network issues, and configure applications.

Requirements

  • 0-1 year of relevant functional experience in similar roles
  • Exceptional customer-facing skills
  • Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
  • Comfortable working in and assisting others through company help desk software, in addition to other remote access desktop programs
  • Accept constructive criticism and customer feedback regarding their experience with software or IT services
  • Good experience working with different operating systems including Windows and Mac OS
  • Ability to prioritize and manage several milestones and projects efficiently
  • Professional written and interpersonal skills are essential when communicating with customers and clients
  • Strong Written and Spoken Business English and a strong native speaker in the Geo you will support (Spanish, French, German, Tamil, Chinese)

Responsibilities

  • Complete detailed information on requests to technical assistance, steps taken to resolve them, and the specific dates/individuals involved
  • Act as the escalation for all computer and system related concerns from clients or other employees that cannot be resolved by the Service Desk.
  • Organize and file documentation pertaining to warranties and instructional guides for computer hardware.
  • Maintain a working log detailed all required system updates, as well as the date of completion
  • Attend in-person meetings with clients to analyze, troubleshoot and diagnose hardware problems.
  • Resolve technical issues related to network interruptions
  • Install and configure computer systems and applications within the company

FAQs

What is the primary role of an End User Support professional at Ubiquity?

The primary role involves collaborating with IT teams on department-wide projects, managing support coverage and on-call schedules, and ensuring that tickets are handled within established SLAs.

What kind of experience is required for this position?

The position requires 0-1 year of relevant functional experience in similar roles.

What skills are essential for success in this role?

Essential skills include exceptional customer-facing skills, time-management capabilities, experience with help desk software, ability to work across different operating systems (Windows and Mac OS), and strong written and spoken English communication skills. Fluency in another language such as Spanish, French, German, Tamil, or Chinese is also beneficial.

What types of issues will I be responsible for resolving?

You will be responsible for resolving technical issues related to network interruptions, troubleshooting and diagnosing hardware problems, and acting as an escalation point for unresolved computer and system concerns.

How does Ubiquity ensure team collaboration?

Ubiquity encourages collaboration by participating in department-wide projects and communication among IT teams to ensure effective support coverage.

Are there opportunities for professional development in this role?

Yes, Ubiquity values growth and provides opportunities for employees to enhance their skills and advance their knowledge in the field.

What is expected regarding customer feedback in this role?

Employees are expected to accept constructive criticism and customer feedback regarding their experience with software or IT services, and use that feedback to improve support quality.

How does Ubiquity promote inclusion in the workplace?

Ubiquity is committed to creating an inclusive employee experience by fostering a workplace environment where all employees, regardless of race, gender, religion, sexual orientation, age, or disability, can contribute their ideas and feel free to be their authentic selves.

What kind of technical documentation will I be managing?

You will be responsible for organizing and filing documentation related to warranties and instructional guides for computer hardware, as well as maintaining a log of system updates.

Are in-person meetings a part of this job?

Yes, attending in-person meetings with clients to analyze, troubleshoot, and diagnose hardware problems is part of the role.

Partnership. Innovation. Community.

Consulting
Industry
10,001+
Employees
2012
Founded Year

Mission & Purpose

Recognized as the #1 CX provider for disruptors and innovators across financial services, healthcare, and e-commerce, Ubiquity was founded on the belief that our clients and their customers deserve better. Headquartered in New York City with delivery locations in Europe, Asia, and the Americas, Ubiquity provides multilingual, end-to-end solutions for customer experience management, back-office operations, and business transformation.