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SaaS Customer Support Representative

MyPass Global

MyPass Global

Customer Service
Cebu City, Cebu, Philippines
Posted on Friday, July 14, 2023
MyPass Global is on a mission to empower safe, agile & connected communities. Our vision is to become the industry standard platform of record for workforce management and credentialing. Our vision transcends just one industry or geography, it speaks to building a global workforce management & credentialing system that is looked to for best practice in this space.
Our company values set the standard for the behaviours and mindset we expect from each and every “MyPasser”. Our values include:
We connect and empower people to build a safer future. We strive to create a positive and enduring impact, no matter how small.
We pursue innovation by practising curiosity and always asking ‘why’. We challenge assumptions by seeking opportunities for growth and improvement.
We treat our customers, employees and partners as equals. We foster meaningful relationships through trust, compassion and respect.
We are accountable for our goals, actions and collective vision. We work with integrity and are true to our word, fostering a culture of open communication.
The key purpose of this role is to provide exceptional support to MyPass Global’s Customer base and their workforce and to resolve their queries, concerns and issues by providing clear, accurate and relevant information, in accordance with our service level agreements.

Key Responsibilities

  • Respond to customer inquiries via email and chat in a professional manner and in accordance with service level agreements
  • Performs daily ticket hygiene; reviews ticket updates and follows through with relevant stakeholders to help expedite ticket resolution.
  • Resolve customer issues and complaints diplomatically and effectively and per our service level agreements and policies and procedures.
  • Appropriate to the Severity Level of a ticket, the CSR must apply time management and prioritisation according to the Prompt Response SLA.
  • Follow incident management protocols and escalate incidents and complex issues to the next support level and ensure appropriate follow-ups are made with the Customer
  • Accurately record all customer interactions in the CRM in accordance with standard operating procedures
  • Maintain a thorough understanding and knowledge of the MyPass Global platform and services
  • Meet or exceed performance goals and customer satisfaction targets

Key Accountabilities

  • Accountability & Time Spent
  • Monitoring and managing assigned tickets in accordance with service level agreements and internal policies & protocols - 90%
  • Attendance at internal meetings / daily huddles and training - 10%

Development Objectives

  • 0-3 Months
  • Build internal relationships with your support teammates, onboarding and key account officers
  • Develop an intimate understanding of the product and range of use cases
  • Become proficient in the tools and systems required to perform the role to the expected level
  • 3-6 Months
  • Participate in cross-skilling exercises to broaden your understanding of the product and services of MyPass
  • GlobalStart to review and participate in complex ticket resolution processes
  • 6 – 12 Months
  • Participate in upskilling exercises to broaden your professional skills
  • Attain a proficient level in resolving Simplex Tickets
  • Helps and supports a new hire CSR as a learner mentor
  • Provides input and ideas for process improvements
  • Becomes proficient in solving simplex tickets and achieves a consistently outstanding overall performance rating