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ICT & Creative Services
Website Designer/Developer
Position Summary:
We are seeking a skilled and motivated Website Designer/Developer to join our team. This role is needed for our TDO Cloud website design services, supporting customers who require website development and ongoing updates. You will be responsible for completing websites currently in development and handling general website requests, ensuring a smooth process from customer communication through to site launch.
Job Details:
Work from Home
Monday to Friday | 11:30 PM to 8:30 AM PH time
*Following US Holidays
Responsibilities:
• Complete in-progress website development projects.
• Manage customer requests for website changes, updates, or new templates.
• Serve as the primary point of contact for website projects, managing communication from initial request through to launch.
• Utilize WordPress and Beaver Builder to design, build, and update customer websites.
• Collaborate with the TDO Cloud Services Team to ensure customer satisfaction and timely project completion.
• Troubleshoot and resolve website issues in a timely manner.
• Maintain up-to-date knowledge of web development best practices and tools.
Qualifications:
• Proven experience with WordPress website design and development.
• Expertise in Beaver Builder for website design.
• Strong communication skills to handle customer interactions, clarifications, and updates.
• Ability to manage multiple projects and deadlines simultaneously.
• Experience troubleshooting and resolving website technical issues.
• A customer-focused mindset with an emphasis on quality and responsiveness.
Preferred Qualifications:
• Experience with HTML, CSS, and basic website coding.
• Familiarity with SEO best practices and website optimization.
• Prior experience in customer service or project management roles.
Software Support Specialist (Knit System)
Job Overview:
The Software Support Specialist will be responsible for providing support to users of the Knit system. This role involves guiding users through software-related issues, configuring accounts, and supporting the system’s functionality. The specialist will collaborate with the IT, HR, and other internal teams to ensure smooth operation and support of the system. This is a hands-on role, requiring someone with a strong background in software support or SaaS (Software as a Service) support, and the ability to troubleshoot and resolve issues effectively.
Job Details:
- Work from home
- Monday to Friday | 3 PM to 12 AM
- *Following Philippine Holidays
Key Responsibilities:
- Provide Software Support:
- Offer dedicated support to users of the Knit system, addressing software-related issues, queries, and configurations.
- Guide clients through account setup and configurations, ensuring seamless user experiences.
- Act as a point of contact for users experiencing technical difficulties and resolve issues promptly.
- Incident Management:
- Serve as the first point of contact for resolving technical issues related to the Knit system, ensuring proper ticket management and escalation when necessary.
- Coordinate between IT and HR teams to delineate responsibilities and ensure timely resolution of issues.
- Handle both technical and non-technical queries efficiently, providing a clear solution or escalating when needed.
- User Training and Documentation:
- Create and maintain templates, guides, and FAQs to assist users in troubleshooting common issues.
- Support the development of user training programs to ensure all employees can navigate the Knit system efficiently.
- Assist in the enhancement of the system’s chatbot by providing feedback on recurring user issues and commonly asked questions.
- System Maintenance and Improvement:
- Collaborate with the development team to identify and implement system improvements.
- Test new system functionalities, such as chatbots and FAQ updates, to ensure they are working as intended and improving user experience.
- Cross-functional Collaboration:
- Work closely with the IT and HR teams to address cross-functional queries that span across both departments.
- Ensure there is clear communication between teams regarding responsibility for handling specific issues, whether technical or HR-related.
- Escalation Management:
- Identify issues that cannot be resolved at Level 1 and escalate them to appropriate higher-level support teams.
- Work with stakeholders to ensure resolution within agreed service levels.
Qualifications:
- Bachelor’s degree in information technology, Computer Science, or a related field.
- 2+ years of experience in software support or SaaS support roles.
- Basic knowledge of system configuration and account setup.
- Strong problem-solving skills and ability to troubleshoot software issues independently.
- Strong interpersonal skills and ability to collaborate across departments.
- Experience in training users and creating support documentation.
- Excellent communication skills, both written and verbal.
- Ability to manage multiple tasks and work under pressure in a fast-paced environment.
Nice to have:
- Experience working with software ticketing systems.
- Familiarity with chatbots and automation tools for support.
- Familiarity with HR and IT systems.
Service Invoicing Coordinator
Position Summary:
The Service Invoicing Coordinator is a key player in ensuring seamless service operations through meticulous data entry, coordination, and invoicing. This role entails creating and managing service calls in our job management system, SimPro, communicating job notes to customers via Salesforce, closing customer cases, and managing the invoicing process. The incumbent will act as a vital communication link between customers and the service department, ensuring timely and accurate information flow, and contributing to our goal of stellar customer satisfaction.
Job Details:
- Work from home
- Monday to Friday | 6 AM to 3 PM
- Following Australian public holidays
Responsibilities:
- Service Coordination:
- Create and manage service calls within the job management system, SimPro, ensuring all necessary information is accurately captured and updated promptly.
- Communicate job notes to customers through Salesforce, maintaining a professional tone and ensuring clarity and timeliness of information.
- Close customer cases in Salesforce upon resolution, ensuring all actions taken are well-documented and communicated to the customer.
- Escalate and follow up on issues with the direct report, ensuring a prompt resolution and maintaining the integrity of data within our systems.
- Maintain a high level of attention to detail throughout all data entry tasks to ensure accuracy and consistency.
- Collaborate with various departments to ensure smooth service delivery and coordination, especially in a national scope, which may require liaising with different regional teams.
- Invoicing and Verification:
- Generate and issue invoices to clients based on their specific requirements.
- Verify invoicing details, ensuring accuracy in hour and part quantities, prices, and descriptions.
- Address and resolve any discrepancies in invoicing promptly to maintain client satisfaction.
- Verify and code invoices through OnBase to ensure proper documentation and tracking.
Qualifications:
- A minimum of 2 years of data entry experience, ideally within a coordination or customer service setting, demonstrating a track record of accuracy and efficiency.
- Excellent written English skills for clear, professional communication with customers and internal teams.
- Experience in using job management systems, particularly SimPro, and customer relationship management systems like Salesforce is a huge plus.
- Experience in invoicing, with the ability to verify and resolve discrepancies, as well as proficiency in using systems like OnBase for invoice coding.
- Ability to escalate and follow up on issues effectively with a direct report to ensure timely resolution.
- Prior experience in a coordination role, preferably in a national or multi-regional context, would be advantageous.
- Ability to multitask and manage multiple priorities in a fast-paced environment, ensuring deadlines are met while delivering a high level of customer satisfaction.