Full Time
Cebu, Cebu City, Philippines
Posted 6 days ago

Axiom Technologies is an Australia based entity with the history of providing Managed IT solutions to medium to large scale enterprises globally. Please visit our website for more information about what we do at www.axiomtechnologies.com

Axiom Technologies is an Equal Opportunity Employer and encourage applicants from all backgrounds and gender to apply, including, Aboriginal and Torres Strait Islander candidates

Job Roles & Major activities:

  • Should able to handle level 2 escalations
  • Opens, logs, prioritizes, assigns, and closes calls logged in the IT SD
  • Asks the Customer End User for all relevant information concerning the call made or issue reported by the Customer End User
  • Attempts to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution
  • Routes the enquiries to Resolver Groups as appropriate
  • Re-routes misdirected calls
  • Escalates tickets which have not been resolved by SD, in accordance with Customer escalation procedures
  • Provides status and updates on tickets to authorized users
  • Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction
  • Makes recommendations for updates to the KB database

Main Responsibilities:

  • Adherence to policies and procedures, closure of open calls after resolution.
  • Support the definition of processes and policies, supply business rules and procedures, and communicate the contexts in which the rules, processes and polices are applied.
  • Accurately represent their business units’ needs to the project team.
  • Validate the requirements and deliverables that describe the product(s) or service(s) that the SuccessFactors consultant will produce
  • Bring information about the project back to their agency.
  • Provide input for the design and construction of test cases and scenarios and may also validate executed test results.
  • Provide input into and execute user documentation and training material.
  • Test the product(s) or service(s) towards the end of the project/program (user acceptance testing), using and evaluating it for accuracy and usability, providing feedback to the project team.
  • Guide other team members on the project to ensure the content is accurate
  • Resolve issues relevant to project deliverable(s) within their area of expertise
  • Obtain or provide approval for changes to rules, processes and policies.
  • Be committed to the project and participate in the workshops.
  • Be proactive and engaged during the workshops.


  • Proficient in English (Read + Write + Speak )

Experience in a similar role:

  • 3+ Years of experience

What next?

If you are looking for that next challenge in your career and wish to apply for this role, please forward your resume to careers.ph@axiomtechnologies.com

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