We are seeking a creative and detail-oriented Content Writer to join our dynamic Customer Experience team. The ideal candidate will be responsible for creating compelling and innovative content, knowledge base and canned responses that resonates with our target audience to drive engagement and continuous improvement. 

Responsibilities and Duties:

• Develop and write content for Freshdesk solutions, canned response, customer tutorials and guide.

• Ensure contents are up to date. Review/re-write outdated contents.

• Collaborate with the marketing and CX teams to plan and develop site content, style, and layout.

• Adapt content to fit different platform requirements and audience preferences.

• Edit and proofread content for clarity, grammar, and accuracy.

• Conduct thorough research on industry-related topics to generate ideas for new content.

• Analyze content metrics and make adjustments as needed.

• Ensure brand consistency in terms of style, quality, and tone of voice.

• Stay up-to-date with the latest industry trends and customer challenges to build a more effective solutions/knowledge base.

The Gamefowl Service and Relations Specialist is responsible for providing technical support to Sales and Game Farm customers in terms of disease control and gamefowl farm management to help generate sales.

He is responsible for building and maintaining strong and strategic relationships with prospective, existing gamefowl players, and government stakeholders. He is also responsible in maintaining a deep knowledge of company gamefowl products and services, in strengthening our corporate and product brands, provision of right support services to build customer loyalty and improve retention. 

He is responsible in identifying the gamefowl breeders and producers needs and requirements and propose suitable solutions. 
 

The Client Service Coordinator will be responsible for maintaining good relations with our clients. This position will report directly to the Client Service Supervisor.

Key Responsibilities include:

• Communicates efficiently with clients: providing quotations, processing orders, and responding to messages.
• Handles some sensitive issues, such as when a client needs a polite reminder to pay an overdue invoice
• Helps our clients to use our online platform, and encourage them to try out its many useful functions 

Your primary responsibility is to support the fast-growing Customer Success Management (CSM) team by reliably maintaining and improving business reports and processes.

Our goal is to meet and exceed clients’ expectations by acting as trusted advisors supporting their digital transformation.

Key Responsibilities include:

Standardization, Processes, Training:

• Contribute to Internal projects of formalization and standardization
• Create models to answer current business questions; validate and understand the conclusions
• Create presentations for Customer meetings
• Create quotation files and follow the invoicing process
• Assist in identifying improvements to our Internal Customer Success operations systems to improve processes
• Support to train other teams: Business Development Managers, Front-end and Customer Service.

Analysis & Strategy:

• Submit reports on Customer Success activities and results
• Maintenance of CSM business unit reporting tools, dashboards and reports
• Assist the Customer Success Strategist in building engagement strategies that will enhance the User Experience on our interfaces
• Assist the Customer Success Manager in building value narrative for our customers, based on data analytics and conversation insights

Client facing:

• Act as point of contact for vendors and customers in Asia
• Participate in client calls and client facing communications

Development, Improvement and Expansion:

• Be a customer advocate to ensure customer feedback is communicated to product and engineering team
• Be a champion of our software
• Work with Marketing team on promoting our software

The Customer Account Analyst is responsible in ensuring accurate recording, analyzing, reporting and reconciliation of all trade accounts receivables of PILMICO Foods Corporation/PILMICO Animal Nutrition. The Customer Account Analyst is responsible in managing the customers account from day one (1) account set-up to ordering payment cycle.

1. Ensures timely collection of accounts receivables.
2. Coordinates with customer and Territory Business Managers (TBM) and/or Regional Sales Managers (RSM) on the collection of maturing and/or overdue accounts.
3. Evaluates customer requirements to minimize hold orders and recommends necessary moves.
4. Reviews and reconciles customers' account ledgers.
5. Prepares and records through Debit Note (DN) and Credit Note (CN) all adjustments pertaining to accounts receivables including its proper and necessary supporting documents.
6. Prepares and maintains Accounts Receivable Aging Schedule per TBM to be submitted on a weekly basis.
7. Prepares collection letters for delinquent accounts.
8. Generates and mails monthly Statement of Account to customers.
9. Attends to AR related queries and complaints from customers, TBMs and RSMs.
10. Prepares and submits the Monthly Report.
11. Monitors inventory and usage of accountable forms.
12. Monitors collection of withholding tax certificates.
13. Issues and records in the system Collection Receipts for all collections for the day. Sending of Collection Receipt to the customer.
14. Ensure Cash and Check are deposited timely to the bank for posting.
15. Ensure timely charging of bank facilities.
16. Ensure proper handling of returned checks.
17. Updating the Bank Statement File monitoring, ensure all payment are map accordingly
18. Performs other task as maybe assigned by the immediate superior.

The Customer Account Analyst is responsible for ensuring accurate recording, analyzing, reporting, and reconciliation of all trade accounts receivables of PILMICO Foods Corporation/PILMICO Animal Nutrition. The Customer Account Analyst is responsible in managing the customer's account from day one (1) account set-up to the ordering payment cycle.

• Ensures timely collection of accounts receivables.
• Coordinates with customer and Territory Business Managers (TBM) and/or Regional Sales Managers (RSM) on the collection of maturing and/or overdue accounts.
• Evaluates customer requirements to minimize hold orders and recommends necessary moves.
• Reviews and reconciles customers' account ledgers.
• Prepares and records through Debit Note (DN) and Credit Note (CN) all adjustments pertaining to accounts receivables including its proper and necessary supporting documents.
• Prepares and maintains Accounts Receivable Aging Schedule per TBM to be submitted on a weekly basis.
• Prepares collection letters for delinquent accounts.
• Generates and mails monthly Statement of Account to customers.
• Attends to AR related queries and complaints from customers, TBMs and RSMs.
• Prepares and submits the Monthly Sales Summary Report.
• Prepares and submits the Monthly Summary of Price Adjustments and other deductions.
• Monitors collection of withholding tax certificates
• Prints and files Debit Notes and Credit Notes.

ABOUT US 

BSA Solutions offers talent outsourcing services to small and medium-sized businesses. We provide access to highly skilled professionals, enabling global businesses to build their dream teams in the Philippines and Malaysia. Our vision is to create a community of successful companies where talented individuals can meet and collaborate. We encourage our talents to push their limits, embrace their potential, and passionately pursue greatness. We pride ourselves on delivering exceptional results to our clients through our personalized service and our in-depth knowledge of the markets we serve. 

HEADLINE 

Are you an enthusiastic and driven individual with a passion for recruitment and candidate care? Do you have excellent communication and interpersonal skills? If so, we have an exciting opportunity for you! Join our client's team and make a meaningful impact in attracting and retaining a high-quality workforce in the healthcare industry in Sydney, Australia. 

Join our vibrant team as a CLIENT SERVICE RECRUITER and play a pivotal role in building a community of successful companies. Apply now with your updated resume and a cover letter highlighting your relevant experience. We look forward to reviewing your application and discovering the talent you bring to the table. 

This is a full-time role, from 7:00 am – 4:00 pm, Monday to Friday, Dayshift. 

This is an office-based position in central Cebu City 

The expected start date is February-March 2024. 

ABOUT THE ROLE 

As a Client Service Recruiter, you play a pivotal role in building strong relationships through exceptional candidate care. You will lead recruitment efforts, utilise social media for candidate sourcing, and collaborate with the team to meet client goals. Your role involves being the first point of contact for candidates, understanding and enforcing policies, and maintaining relationships. 

RESPONSIBILITIES 

• Lead recruitment efforts: Attracting, selecting, and onboarding high-quality hires. Your innovative and creative approach to recruitment will ensure the organisation is staffed with exceptional talent. 
• First point of contact: Be the primary contact person for addressing candidates’ inquiries and concerns. Your ability to provide timely and effective resolutions will contribute to a positive and engaging work environment. 
• Policy and compliance: Understanding the client's policies and procedures is crucial to ensure that all workforce members adhere to them and remain compliant. Your attention to detail and knowledge of relevant regulations will be key to maintaining a compliant workforce. 
• Industry knowledge: Familiarity with the National Disability Insurance Scheme (NDIS) and the Social, Community, Home Care and Disability Services Industry Award (SCHADS Award) is essential. Your understanding of these frameworks will enable you to effectively support workforce members within the specific industry context. 
• Candidate care and service: Building strong relationships with workforce members is a top priority. Your commitment to providing exceptional candidate care and service will contribute to a positive experience for all individuals involved. 
• Relationship management: You will be responsible for maintaining and growing relationships with existing and new workforce members. Your ability to understand their needs and provide ongoing support will foster a sense of loyalty and engagement. 
• Collaborative teamwork: Working as part of a team, you will collaborate with the allocations team to effectively build a strong and diverse workforce for specific areas as required. Your teamwork skills and ability to adapt to changing priorities will be essential. 
• Social media sourcing: Continuously sourcing experienced candidates via social media platforms will be a key component of your role. Your proficiency in leveraging social media channels for recruitment purposes will ensure a steady pipeline of qualified candidates. 

• Goal-oriented mindset: You will work towards meeting the client's goals and objectives. Your commitment to achieving targets and delivering results will contribute to the overall success of the organisation. 

COMPETENCIES REQUIRED 

• Communication Skills: Clear and effective communication is essential for interacting with candidates, hiring managers, and colleagues. This includes verbal, written, and interpersonal communication skills.  
• Interpersonal Skills: Ability to build rapport and establish relationships with candidates and allocation team. Being empathetic, approachable, and personable is crucial.   
• Organizational Skills: Recruiters need to manage multiple tasks simultaneously, including scheduling interviews, coordinating with allocators, and keeping track of candidate pipelines.   
• Time Management: Prioritizing tasks and managing time effectively to meet deadlines and keep the recruitment process on track.   
• Problem-solving skills: Ability to identify challenges in the recruitment process and develop creative solutions to overcome them.   
• Attention to Detail: Ensuring accuracy in job descriptions, candidate documentation, and other recruitment-related materials is vital.   
• Technology Proficiency: Familiarity with client’s applicant HR systems, job boards, social media platforms, and other recruitment tools and technologies.   
• Knowledge of Employment Regulations: Understanding of relevant employment policy and procedures, regulations, and best practices, including NDIS and SCHADS Award.   
• Candidate Assessment Skills: Assessing candidates' qualifications, skills, and fit for specific roles through interviews, assessments, and other evaluation methods.   
• Cultural Awareness and Diversity & Inclusion: Recognizing and valuing diversity in the candidate pool and promoting an inclusive hiring process.   
• Data Analysis Skills: Analyzing recruitment metrics and data to evaluate the effectiveness of recruitment strategies and make data-driven decisions.   
• Adaptability and Flexibility: Ability to adapt to changing priorities, business needs, and market conditions.   
• Confidentiality: Handling sensitive information with discretion and maintaining confidentiality throughout the recruitment process. 

• Bachelor’s degree in Business Administration, Human Resources, or a related field. 

• Minimum 2+ years of recruitment or talent hiring internationally. 
• Understanding of NDIS and the SCHADS Award of Australia. 
• Excellent communication and interpersonal skills. 
• Excellent verbal and written English and interpersonal skills to interact with clients and candidates effectively.  
• Excellent computer skills and ability to pick up new systems with ease.  
• High sense of urgency and speed of delivery without compromising on quality  
• Ability to work independently and collaboratively as part of a team in a fast-paced environment. 
• Strong sense of accountability and reliability to produce quality output in line with legislation and internal processes. 

BSA Solutions, Inc. emphasizes in: 

• Providing you with competitive compensation and benefits that exceed market standards and the Labor Law. 
• Ensuring your health and well-being with a comprehensive and generous HMO benefits package for you and one dependent from the start date, a 24/7 employee assistance program, mental health assistance with licensed practitioners, and in-house fitness and wellness programs. 
• Encouraging you to take ownership of your choices and be accountable for your personal growth, happiness, and success. 
• Challenging your status quo, pushing your boundaries for you to embrace your potential and pursue greatness. 
• Building supportive and inclusive communities that inspire and uplift each other, fostering a sense of belonging and connection among its employees and the wider local communities. 
• Encouraging you to be authentic, be true to yourself, embrace your uniqueness, and live a fulfilling and purpose-driven life. 
• Promoting a growth mindset and a commitment to lifelong learning and encouraging you to seek knowledge, explore new experiences, and embrace challenges as opportunities for personal and professional development. 
• Encourages you to appreciate each moment and find balance in your lives, being fully present in the moment, cultivating mindfulness, and finding joy in the present. 
• Encouraging you to set clear intentions, align your actions with your values, and make conscious choices that contribute to your overall well-being and happiness. 

Join us and connect and collaborate with bright minds. Be part of a culture of equity, diversity, and inclusion, where you can showcase your unique talents and expertise to create successful outcomes for you, the client, and the company. All qualified applicants will receive consideration for employment without regard to gender, gender identity/orientation, race, colour, religion, origin, or other characteristics.  

Rentokil Initial:

Rentokil Initial is an international business services company employing over 35,000 colleagues across 70 countries.

We strive to protect people and enhance lives, for example by controlling pests, improving hygiene and improving interior spaces with plants and scenting. We are experts in the fields we operate in, investing in training, science, innovation and technology. Listening and acting on feedback is part of our culture to support colleagues and our customers. Rentokil Initial regards equality and fairness as a fundamental right of all of its colleagues. We live our values of Service, Relationships and Teamwork which were identified by our colleagues across the world.

Find out more on careers.rentokil-initial.com

Our family of businesses:

Rentokil Pest Control is the world’s leading commercial pest control company, operating in 70 countries and ranked in the top 3 in 65 of those countries. Ranking in the top 3 in 38 of the 44 countries we operate in, Initial Hygiene is the market leader who provides quality, diligent and friendly services to all customers. In France, Initial Workwear specialises in the supply and laundering of workwear, garments and protective uniforms and equipment; focussing on top quality products and services.

Our plant business; Ambius is seen as the expert in interior and exterior "landscaping"; operating across the US, Europe, Asia & Pacific Steritech Brand Protection by Rentokil Initial is an industry leader and pioneer, providing innovative solutions that help customers to mitigate risks and drive business growth. We also have specialist businesses such as Medical Services, Specialist Hygiene and Property Care, which lead their respective fields. Across all of our operations globally, we have a positive reputation amongst our customers for our knowledge and integrity. We have central support functions of Human Resources, IT, Finance, Legal and Marketing & Innovation in the Rentokil Initial Head Office locations and in country. Working within our functions departments, you would be supporting all of our business in Philippines.

Your day-to-day responsibilities will include:

• Ensure monthly Key Performance Index (KPI) and Sales targets are met.
• Respond to and save terminations, pulling any required resources together to achieve retention.
• To monitor, evaluate and ensure that customers receive the stated benefits.
• To be in charge of speed and quality of response to changing customer needs, market conditions and competitor activity is critical to our success.
• Conduct a complete survey by ensuring all pertinent details are clearly stated.
• Sell according to the prescribed pricing as per the price list and discount structure or as approved by the management.
• Ensure that all processes and procedures are complied with, quality standards are met

Do you have what it takes? If you want to be considered for this role you will need:

• Bachelors Degree in any field.
• With at least 1 year work experience in the areas of customer service relationship and/or sales / Tele-sales
• Good communication and interpersonal skills
• Willing to work in Mandaue City

Are you interested? Here's what you can expect when you join us...

Benefits From Start Date:

• HMO (Health Insurance)
• Paternity / Maternity Leave (if applicable)

Benefits after 6 months of continuous work and pass the performance evaluation:

• Annual pay increase
• Group Personal Accident Insurance
• Group Term Life Insurance
• Vacation Leave
• Sick Leave (with cash conversion)
• Birthday Leave
• Matrimonial Leave
• Bereavement Leave
• Paid Non working holidays
• 13th Month Pay & other Statutory benefits
• Rice Benefits

Rentokil Initial believes in supporting all employees to provide equal opportunities and avoid discrimination. We also place emphasis on workplace diversity which means that we are serious about creating an inclusive environment that accepts each individual's differences, embraces their strengths and provides opportunities for all colleagues to achieve their full potential.

Do you love to provide a valued professional service throughout your community? Do you feel like you could do the job well? Apply for the role today!

Hi! We’re Smartsourcing, looking for Finance Customer Support who can work with us full-time and on-site!

Earn up to 26K!

Where?

Be a part of the Smartsourcing crew

• Do you want to work with some of Australia's best financial planning businesses?
• Embark on a fulfilling and engaging career.
• Earn as much as 23K + generous benefits + personalized learning and development.

This is a dayshift, full-time role with weekends off.

ABOUT BSA

We are a talent outsourcing company with offices in the Philippines. We guide, inspire, and empower young talents to be the heroes that drive business growth. We are more than just a workplace, we are a family. We create a satisfying work environment, one that you'll look forward to coming to every day — a place where the best and brightest minds meet to build a community of successful companies.

ABOUT THE CLIENT

5 ELK creates an awesome working environment for people who are serious about their career and committed to providing exceptional customer service.

ABOUT THE ROLE

The Client Service Administrator will go through a paid training program when one starts. You will be working with financial advisers in Australia to provide back-office administration and professional support by playing an instrumental role in helping people achieve their financial goals.

RESPONSIBILITIES

• Ensure client data is accurately recorded in all business systems according to agreed processes (CRM Management)
• Accurate and timely preparation of various reports.
• Prepare client communication.
• Ensure applications and other client documentation is completed and lodged according to business processes.
• Liaise with financial institutions (i.e., banks, fund managers or insurance providers etc.)
• Provide back-office administration and support.

Your application will be processed through 5 ELK.

• Bachelor’s Degree in Accounting, Accounting Management, Accounting Technology, Commerce, Business Administration
• Less than a year experience is considered.
• Willingness to undergo 4 weeks of Paid Training
• Intermediate to Advanced knowledge of the Microsoft suite
• Excellent verbal and written English communication skills
• Good with numbers and analytical
• Highly organized with strong attention to detail
• Knowledge of the financial services, banking or accounting would be advantageous

Our Client benefits:

• Fixed Dayshift Schedule and Weekends Off
• Australian Holidays off and get to enjoy Christmas and New Year
• Competitive Compensation Package
• HMO with 200k benefits, plus 1 dependent when you start
• Monthly Awards and other Incentives
• Company Events and Employee Wellness Programs
• Personalised learning and development program
• Coaching and mentoring by qualified and experienced professionals
• Modern fit-out and workstation

The Client Service Coordinator will be responsible for maintaining good relations with our clients. This position will report directly to the Client Service Supervisor.

Key Responsibilities include:

• Communicates efficiently with clients: providing quotations, processing orders, and responding to messages.
• Handles some sensitive issues, such as when a client needs a polite reminder to pay an overdue invoice
• Helps our clients to use our online platform, and encourage them to try out its many useful functions 

We are currently hiring Customer Service Representatives to join our work from home team. In this role, you will have the opportunity to train onsite at our Cebu office before transitioning to remote work.

Responsibilities

• Handle inbound customer inquiries
• Assist customers in resolving product or service-related issues
• Provide accurate and timely information to customers
• Escalate unresolved issues to the appropriate department
• Maintain thorough and accurate customer records
• Deliver exceptional customer service in a professional and courteous manner

• With or without call center experience high school diploma or equivalent; additional education or training in customer service is a plus. 
• Flexibility to work in rotating shifts, including evenings, weekends, and holidays. 
• Amenable to work on site
•  Must be fully vaccinated

• HMO Day 
• 1 Statutory Benefits
•  Paid Time-Offs

Hi! We’re Smartsourcing, looking for a Technical Customer Support Specialist who can work with us full-time and on-site!

Where?

Be a part of the Smartsourcing crew

• Handle inbound customer calls and inquiries
• Assist customers in resolving product or service-related issues
• Provide accurate and timely information to customers
• Document customer interactions and update customer records
• Deliver outstanding customer service in a professional and friendly manner
• Follow established guidelines and procedures for customer interactions

Position Type :

Type Of Hire :

Education Desired :

Travel Percentage :

Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

#pridepass

Position Type :

Type Of Hire :

Education Desired :

Travel Percentage :

Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

#pridepass

ABOUT US 

BSA Solutions provides talent outsourcing services to small and medium-sized businesses. We offer global companies access to highly skilled professionals from the Philippines and Malaysia so they can build their dream teams offshore. Our vision is to be where the bright minds meet to build a community of successful companies. We help talents chart their professional careers and allow our clients to focus on strategic and high-level tasks while we care for their talent management needs. We pride ourselves on delivering exceptional results through our personalised services and our in-depth knowledge of the markets we serve. With BSA Solutions, you can be assured of a reliable and efficient partner in building your business. 

HEADLINE 

Are you ready to take your career to the next level? We have an exciting opportunity for you to join our dynamic team as a SERVICE ADMINISTRATOR. This role has been specifically designed to align with the aspirations and talents like you. 

What's in it for you? 

• Full-time, permanent position with a day-shift schedule so you can maintain a healthy work-life balance. 
• Office-based in vibrant Cebu City, offering a modern collaborative work environment. 
• Opportunity to work with cutting-edge financial tools and systems, enhancing your skills and expertise. 
• Be part of a culture of equity, diversity, and inclusion, where you can showcase your unique talents. 
• Grow and develop your career with us through our technical and professional development programs. 
• Competitive Salary Package + generous benefits + personalized learning and development. 

Join us and connect and collaborate with the best minds, building a community of successful companies. 

ABOUT THE ROLE 

The Service Administrator plays a crucial role in ensuring the smooth and efficient operation of various administrative tasks within an organisation. The primary function of this role is to streamline processes, support organisational functions, and contribute to the overall effectiveness of the service or business. To be successful as a service administrator, one must possess effective multitasking skills, attention to detail, and strong organizational abilities. 

RESPONSIBILITIES 

CLIENT INFORMATION MANAGEMENT 

• Accurately inputs, updates, and manages client information within the CRM. 
• Ensure accurate and detailed records of participant demographics, preferences, and support requirements. 
• Entering data into a spreadsheet for new staff and clients 

SERVICE PLANNING AND SCHEDULING 

• Uses the CRM to create and manage service plans for NDIS participants. 
• Schedules, rosters, and tracks support services and appointments efficiently. 

GOAL TRACKING 

• Utilises the CRM to set and monitor participant goals and outcomes. 
• Tracks progress toward individualised goals and update information as needed. 
• Manages and tracks NDIS funding allocations for each participant. 
• Utilises CRM features to monitor spending, budget adherence, and funding utilisation. 
• Documents and tracks communication history to ensure continuity of care. 
• Documents participant support plans, including details on specific needs, preferences, and any changes in requirements. 

ADMIN AND DOCUMENTATION 

• Onboard contracts support workers through Employment Hero. 
• Keeps track of staff certifications and moves them into whatever system needs to be used. 
• On-call support after hours and at weekends (based on roster). 
• Ensures that all relevant stakeholders have access to updated support plans. 
• Generates reports to demonstrate compliance with NDIS regulations and guidelines. 
• Ensures accurate documentation for audits and reporting requirements. 
• Uses the CRM to identify and manage potential risks associated with participant care. 

• Documents and addresses any incidents or concerns in a timely manner. 
• Stay updated on new features and updates to the CRM system. 
• Attends training sessions to enhance skills in using the CRM effectively for NDIS coordination. 
• Adheres to strict privacy and confidentiality standards when handling sensitive participant information. 
• Uses CRM to measure and evaluate the outcomes of support services. 
• Captures data that reflects the impact of interventions on participants' lives. 

• A degree in Administration or any related field 
• Previous experience in administrative roles, particularly in a healthcare or social services setting, is often desirable but not required. 
• Familiarity with CRM systems and data management is an advantage. 
• Ability to analyse data and generate reports to demonstrate compliance with regulations and guidelines. 
• Strong problem-solving skills to identify and address risks, incidents, and concerns in a timely manner. 
• Ability to work collaboratively with other team members and stakeholders to ensure continuity of care. 
• Able to proactively identify and mitigate issues and have strong problem-solving and customer service skills. 

BSA Solutions, Inc. offers: 

• Comprehensive financial rewards and benefits that exceed market standards and the requirements of the Philippines Labor Law. 
• Comprehensive and generous HMO benefits package for you and one dependent from the start date. 

• Regular professional development coaching and mentoring to help you map out your personal and professional development plan. 
• Broad selection of exciting and engaging social events to embrace as a vibrant BSA community. 
• Psychologically safe environment for you to develop your skills and talent consistent with BSA values and 
• Frequent webcasts and discussion forums by senior leaders to obtain feedback and ideas, and genuinely interested in hearing what you have to say. 

We are an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, gender identity/orientation, race, colour, religion, origin, or any other characteristics protected by applicable law. 

Employment Status: Contract - 4 months **with high possibility of converting to probationary, depending on client's needs**

Working hours: US Eastern (8 PM to 5 AM MNL)

Work set-up: 100% WFH/Hybrid

WHAT IS YOUR ROLE:

As a Customer Support Engineer Lead, you will ensure our Customers are happy and successful by providing and leading a best-in-class support experience. You will be the leader of a Level 2 Customer Support Engineering team, responsible for resolving escalated customer inquiries and incidents for the SaaS platform. Customer Support Engineers communicate directly with customers to help resolve their requests, triage, troubleshoot and resolve platform incidents, and participate in an On-Call Rotation to ensure 24/7 support coverage. You will collaborate with Professional Services, Customer Success, Product, and Engineering to ensure timely and high-quality resolution of customer requests and incidents. Your impact will be felt throughout the company, and visible both internally and externally.  As a critical team in a growing startup, you will also help the team continuously improve tools and processes to support our growing customer base.

WHAT WILL YOU DO:

• Provide guidance and leadership to the customer support engineering team, ensuring efficient operations and a high level of customer satisfaction.
• Train, mentor, and coach team members to enhance their technical and customer service skills.
• Drive high customer satisfaction by understanding, troubleshooting and resolving customer requests and incidents
• Monitor, triage and resolve technical incidents and escalations that arise in the omnichannel support queue, meeting required SLAs
• Use existing troubleshooting guides (TSGs) and standard operating procedures (SOPs) to establish root cause for queries and provide a customer-facing root cause assessment
• Provide how-to’s, best practices, and consultative suggestions to support customers in enabling value-add use cases
• Participate in on call rotation, ensuring 24/7 coverage for escalated incidents
• Balance multiple tasks with varying priorities and urgencies
• Monitor and ensure the health of the SaaS platform
• Collaborate with Product, Engineering, Customer Success, Professional Services, and Level 1 Support to ensure quick resolution to customer challenges
• Develop an understanding of the CXHub, including how the CXHub drives value for customers, and how it fits in the customer CX/martech stacks

• Bachelor's degree or higher in Computer Science or related field
• 3-5 years of experience leading a support engineering team
• +5 years experience in customer support engineering
• 3-5 years of experience in SQL, python or similar programming languages, command line operations in a Linux environment
• 3-5 years of experience and exposure to APIs (REST, SOAP)
• Enthusiasm for working with customers through various channels to help drive customer satisfaction
• Strong problem-solving and analytical skills
• Clear communication and great collaboration skills
• Strong knowledge of algorithms, data structures, design patterns, networking and operating systems.
• Knowledge of the Software Development Life Cycle
• Understanding of Monitoring & Alerting tools (Datadog, Pagerduty, Alert Manager, etc)

• SSS
• Pag-ibig
• Philhealth
• HMO on day one
• 13th month pay
• Paid incentive leaves
• Personal time-offs (PTOs)
• Sick leave