Augusto Cezar Guiam Email & Phone Number

Launchpad, Reliance Cor., Sheridan St., Mandaluyong City 1550

• General to specific assistance to the end-users in the use of Cignal applications using Subscriber Management System.• Handles day to day customer concerns, issues and work orders assign to the team.• Review and support in the investigation and resolution of application issues as a result of data processing failures including wrong input, application failures, discrepancy and up to third party application failures.• Support in identifying solutions on open issues/problems that are under investigation or pending resolution.• Help in documenting and tracking case histories, tickets, issues, and solution steps taken using internal and vendor ticketing system.• Confers with persons originating, handling, processing, or receiving reports to identify problems.• Helps in ensuring availability of application services to customers, internal and external users.• Performing Initial level of diagnosis of problem and incident report.• Coordinate Software and bug related issues to the Project Management team, Quality Assurance and Web Development team • Developing and maintaining an understanding of Customer service Level agreement.• Assist Web Developer regarding customers concerns.• Assist Project management team on project implementation on Staging and Production environment.• Assist Quality Assurance team on stating testing and post production testing.

Makati, National Capital Region, Philippines

• Provide first level of support for customer and system incidents and request using basic technical and service knowledge.• Performing Initial level of diagnosis of problem and incident and resolve them when appropriate.• Coordinate’s resolution of issues with the responsible party (e.g technical team, service desk) as necessary.• Developing and maintaining an understanding of Customer service Level agreement.