It Associate (Manila Job)

Job Descriptions:Responsibilities for this position may include but are not limited to:Handles first level calls and performs problem resolution for three "class of Trades" (NA Company Owned and Operated Stores, NA Franchise, and Canada Commission Agents). Support and resolve stores Back Office Systems issues related to hardware and software applications, assist store personnel with basic BOS PC issues.Performs subject matter expert (SME) functions including resolution of Level 1 escalated calls and inbound call overflow.Logs and tracks all calls using a call tracking tool, responsible for escalating calls as appropriate, and ensures eventual resolution of the incident.Tracks incidents, documents problems and solutions, and records all activity and communications.Guides Retailer or Store manager through troubleshooting processes quickly and efficiently to minimize sales disruption and to keep service station operational.Provides training for procedural problems associated with the supported applications and related components.Analyzes issues, establishes priorities, anticipates consequences, makes decisions and takes action with fine attention to detail.Qualifications:With at least 1-2 years of IT/BPO working experience in the related fieldKnows how to troubleshoot software and hardwareMay also perform hardware maintenance