L2 Application Specialist

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What is the Employee Net Promoter Score (eNPS)?

As a concept, eNPS is a method used by organizations to measure employee loyalty and their willingness to recommend their workplace to their family or friends. Combined with other HR metrics, this tool is very useful in identifying the motivator factors that keep your employees happy in your company but also the demotivating ones, translated in their negative feedback.

 

How does the eNPS formula work in practice?

At Directpl, we want to make sure that our employees are happy working here, this is why we regularly conduct surveys to measure their level of satisfaction and see where is room for improvement in our activities.

In our latest employee survey, we decided to calculate our Directpl eNPS score so we asked our employees the ultimate question: “On a scale from 0 to 10, how likely are you to recommend working at Directpl to a friend or a colleague?”

Based on their response, we divided our employees into three categories:

  • 76% - Promoters (scores of 9 or 10) - these are the employees who are extremely loyal to the company and will promote a positive attitude around it
  • 22% - Passives (scores of 7 or 8) - these are the employees who are neutral, neither engaged nor dissatisfied with the company
  • 2% - Detractors (scores from 0 to 6) - these are the employees who are particularly dissatisfied with the company and can impede its growth

The formula to compute the eNPS score is simple: the number of promoters minus the number of detractors divided by the total number of respondents multiplied by 100. Our Directpl eNPS score is 74 and we could not be more proud! We will further use the results to make sure we stay on the right track and keep our employees happy in this workplace.

*The eNPS score can range from -100 to 100. As a best practice, any result lower than -10 is considered a poor score, the range between -10 and 20 is seen as average, and anything above 20 is an excellent score.

 

L2 Application Specialist

Manila, Philippines - Remotely


Responsibilities:

  • Raising of incidents and generating reports based on the red flags and data quality validations;
  • Creates service review reports;
  • Focuses on service improvements, operations scorecard targets, user satisfaction and quality of service;
  • Provides Incident resolution on issues of the application;
  • Investigates, analyzes, collects information and escalates to Level 2 support via the ticket tool approved by the customer;
  • Ensure all tickets are resolved on time and with quality, proper ticket updates and routing (Incident Management),
  • Ensure that all requests are completed on time, e.g. data loading activities, reports creation (fulfillment requests),
  • Ensure proper communication between support team and end users, e.g. Downtime/Critical Incident communications, non-technical lingo, status updates (communicate to users), follow ups and reminders;
  • First line of support for any IR related issues;
  • Assists in issues under Hypercare mode;
  • Ensures that all OLAs are met;
  • Deep dives each ticket and provides details analysis;
  • Drives any service improvement initiatives;
  • Technical Troubleshooting of Power BI Incidents.

Requirements:

  • 1-3 years of experience working on Level 2 Operations;
  • Expertise in operations-type work (incident, problem, change and release processes);
  • ITIL v3 or v4 certificate is a plus;
  • Good communication skills (English, written and spoken);
  • Bachelor of Science in IT or any IT related university courses.

We offer:

  • Longtime cooperation;
  • Fulltime job;
  • Benefits (gym subscription, HMO and more).

Why join the Directpl team?

We have a tight-knit team, creating some of the best work of their lives. We’re always growing and changing and occasionally places do come up so we are always on the lookout for talented people to join us. If you’re passionate about what you do then get in touch. We are always happy to take the time to listen and see what you can do.

If you do not see a job directly suited to your experience but feel that you have an interesting skill set for us feel free to send us your CV at praca@directpl.com or fill in the form below and we will get back to you!

Get in touch with us!