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KMC Work Location: OFFSITE

Location: Taguig City, Metro Manila

Date Posted: 2023-07-14

Hiring Organization: KMC Solutions | XTN-9A18651

Career Category: Client Services / Account Management

Functional overview

90%: Working on Zendesk tickets

5%: Joining Partner meetings with the Partner Success team

• 5%: Supporting PSO team Special Projects, such as reviewing backlog tickets and drafting SOPs

Duties and responsibilities

Investigating issues, and resolving or determining another team must take action (within 3 business days); when another team is required, you’re continuing to ‘manage’ that ticket until it is resolved (if the issue requires Dev to fix, you’re staying in touch with the Support PM, staying current on status, and keeping the Partner updated

Joining Partner meetings with the Partner Success team, specifically when your knowledge and expertise can add value to the meeting, which includes if a partner

• has a hard time articulating their problem and wants to verbalize it to us
• needs additional training or a walkthrough on a new feature
• wants to know whether a certain feature exists within our software, and if so, whether it’s

possible to add to the service (can be easier to discuss this live)
•... does not (generally) include providing status updates on outstanding Zendesk tickets

Minimum competencies

Skilled communicator - written skills demonstrated


High aptitude for learning - proven in past roles

Minimum qualifications


4 weeks of training/shadowing provided by Via

Indicate required educational background. Previous work experiences needed or preferred. Any technical skills required.