Ensure that the Service Level Agreement (SLA) is always met to provide high-quality technical support services 24/7. Provide sup-port to customers via phone, email, or web-based applications (Support Portal). Complete and maintain any processes relevant to the ticketing system (FreshService) and keep records to track cus-tomer reported problems, enhancements, and defective compo-nents. Ensure that all technical documentation is written and in-cludes procedures/MOP, RCA, incident reports, and technical de-scriptions as part of a knowledge database for every new issue. Provide customers with periodic preventive maintenance support, software upgrades, and system backups, including the OS, data-base, applications, and configurations, as required. Take responsi-bility for any issues and escalate as needed to reach a resolution within the agreed SLA in the shortest possible time. Managed and supervised the helpdesk team. Undergo relevant accreditation and certification trainings as required by HR and PISG.

Managing all the team members including support staff from dif-ferent provinces who supports all 7-Eleven stores. Provide first level of support and deliver quality customer service as well as meet or exceed service level agreement (SLA) to the customer’s satisfac-tion. This is fulfilled through working with applications or systems to undertake analysis, diagnosis, and resolutions of problems, which may range from straightforward to more complicated technical issues.

Encode diary entries in a manner that is timely, minimal in error and cost efficient. Serves as product champions by maintaining prod-uct folders with updated categories and conducting store checks every period. Seeks information proactively that will help build the dictionary through store-checks. Maintains a product file and prod-uct folders that is complete and easy to use as reference. Monitors product changes every period based on white labels and price changes. Disseminates any information, whether promotion, new product launching, or price increase/decrease