Sales Tool Helpdesk Analyst

Position Description:

The main responsibility of the Sales Tool Helpdesk Analyst is to provide support to sellers and Sales team and to correctly submit B2B contracts in their CRM system. Assist sellers with compiling a product portfolio of what existing clients currently have, in order to help the seller contact the client and offer them new solutions, as the client is discontinuing old products.

Your future duties and responsibilities:

• Process incidents and requests submitted by users through our different platforms. This includes both technical issues and "how-to" questions.

• Provide live assistance through our chat support for a few hours each week.

• Meet or exceed agreed service level targets with the client.

Other Responsibilities

Schedule Adherence

• Report to work on time and according to the assigned shift, as scheduled by the staff manager.

• Follow the assigned rest day schedule.

• Inform the staff manager of planned leaves, as outlined in the CGI Handbook.

• Submit timesheets and MOOSE entries accurately and on time.

• Report on-site as scheduled.

Quality

• Maintain quality standards in accordance with client metrics.

• Ensure that all quality deficiencies are corrected in a timely manner within your scope of responsibility.

• Analyze all requests/incidents properly and provide correct solutions or applications.

• Handle all requests/incidents within the client’s agreed resolution time.

Teamwork and Communication

• Attend all scheduled and required meetings.

• Act as a backup for teammates as assigned by Team Leaders and handle their customer volumes in their absence.

Required qualifications to be successful in this role:

• Open to applicants with no prior BPO experience

• Strong analytical and problem-solving skills

• Adaptable and willing to learn new CRM tools and systems

• Good verbal and written communication skills

• Willing to work on-site in McKinley Hill, Taguig

• Willing to work on a graveyard shift

Skills:

• Sales Support

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.