Senior Coordinator

Job Description

Monitor and evaluate calls / email cases / transactions of newly hired Level 1 Consumer support engineers for proper handling, compliance to policies and procedures and observable soft skills.
Work with the Associate Manager to provide reports and analysis of newly hired Level 1 consumer support engineers and selected Level 1 tenured engineers.
Work with the Associate Manager and Support Readiness Process Analyst to identify and define improvements for processes, and facilitate their resolution and implementation.
Work with the Associate Manager and Support Readiness Training and QA team to provide customer service experience to newly hired Level 1 consumer support engineers.
Provides guidance and help to newly hired Level 1 consumer support engineers in resolution of (difficult) subscriber questions and problems related to sales and marketing programs and other related information.

Candidate must possess at least a Bachelor's/College Degree in Engineering (Computer/Telecommunication), Computer Engineering, Computer Science/Information Technology or equivalent.
Minimum of 1.5 years experience in support operations as a Level 1 support engineer
Team player, strong self-confidence and ability to encourage teams to perform efficiently
Strong leadership and interpersonal skills
Excellent written and spoken communication.
Strong analytical and problem resolution skills.
Able to manage tasks with minimum supervision.
Applicants must be willing to work on shifting schedule in order to meet deliverables. .
Candidate must have personal commitment to improving one's own knowledge and skills. Highly motivated to learn.
Excellent cross-functional team coordination skills.
Excellent organizational, facilitation and presentation skills
Ability to provide detailed, clear and professional performance feedback
High degree of comfort and effectiveness dealing with people from diverse backgrounds
Demonstrates commitment to high levels of quality, customer service and client satisfaction.
Proven ability to manage multiple tasks.
Commitment to quality and personal ethics.
Must be knowledgeable and proficient in the use of PC, PowerPoint, Microsoft Word, Excel, and Outlook. Must be willing and able to learn a variety of software applications for use in training / coaching environment and project management.

To apply for the position, please send your resume with cover letter to careers@trendmicro.com.ph