• Troubleshoots equipment malfunctions and corrects them as directed by knowledge-based tool or supervisor.
• Takes immediate action to escalated tickets and close it as soon as issue has been confirmed resolved.

• Manage more complex proactive events, perform advanced diagnostics, escalate third-party problems, be they software or hardware vendor, and gather pertinent details enabling escalation to Supervisor / Manger when necessary.
• Provide IT support services over the phone, chat, tickets and through other electronic means and assist with field work if necessary.
• Mentor’s new hires during the nesting period.
• Document, track and monitor end-user problems to ensure timely resolution.
• Research and implement fixes for new issues.
• May work with infrastructure and create new solutions.
• Assists with maintaining an accurate Service Desk knowledge-based tool.
• Area of support includes: Troubleshooting, software problems. configuration, database administration, network setup/diagnoses,  and repair for server, network, infrastructure, Data Center, email, file shares, and other infrastructure issues
• Virus/Spyware Removal/Detection
• Reports complex issues to Incident Manager

Join the A-Team and experience the A-Life!

We are looking for a new Financial Accountant to join our team. The role will be incredibly varied, from taking ownership of the month-end close (and associated reporting) from start to finish, to assisting with several different projects and helping the team to become fit for the future. This individual will be expected to demonstrate strong technical knowledge and be adaptable and proactive in their work approach to assist with the wider projects and deliverables of the team.

As a financial accountant, you will play a key part in ensuring that our monthly and other reporting deadlines are met. This will involve completing the detailed month-end postings, balance sheet recs, bank recs, and so forth. This individual would be expected to be the main contact for the year-end audit process, alongside assisting with the other reporting requirements which we have.

We are looking for someone with a hand on and can-do attitude. This will be key to ensuring that we can make the finance team fit for the future. The projects and ad-hoc work to which the team have exposure are significant and varied. For example, we are currently in the process of applying for a license for a new regulated entity in Ireland, we are integrating new acquisitions into the cluster, migrating to new systems, and often assisting with business partnering on a range of different matters.

Key responsibilities:

• Preparation and control of monthly management information;
• Preparation of annual financial statements and management of the year end audit process;
• Assisting with the preparation of regulatory returns;
• Preparation of VAT, Corporate Tax and any other relevant regulatory returns;
• Driving the integration of a newly acquired Group into the IQ-EQ Group;
• Assisting the Finance team with integrations of new acquisitions;
• Driving process improvement and efficiencies across all of the finance activities;
• Liaising with various stakeholders both internally and externally;
• Assisting and taking the lead of various projects work as and when required.

Your Role Purpose & Objective 

You will play a pivotal role in driving conversion rates up and retaining our client base. You will turn customers who are in danger of leaving into happy and engaged customers that want to stay on the platform.

How you will add value 

• Meeting and exceeding daily, weekly and monthly KPIs and sales targets (essential)

• Making a high volume of outbound / inbound phone calls (essential)

• Explaining the key benefits with potential client

• Handling customers objections (essential)

• Closing the sale and retaining our members Developing and maintaining accurate product knowledge

• Liaising with relevant internal departments to ensure that client’s needs are met

• Effective note taking on all client interactions and input into CRM system

Competency Level 

Functional Competencies:

● The Sales Experience: Proactively maintains own sales pipeline, driving personal sales to meet targets 

● The Service Experience: Speaks with genuine enthusiasm and confidence about the brand and product, following the script 

● Sales Management Operations: Follows sales touchpoint process, adhering to QA process 

● Sales Drive: Motivated to achieve sales goals and targets 

● Sales Resilience: Remains focused on work when under pressure, showing an optimistic approach to work 

Behavioural Competencies 

● Communication: Speaks clearly and audibly, checking for understanding 

● Relationship Building: Connects and develops rapport with others to build and maintain good working relationships 

● Planning / Organising: Plans and prioritises own tasks and activities to meet targets 

● Commercial Acumen: Understands how the brand operates and makes money 

Your Experience 

• 3+ years experience in a sales and customer service role

• 2+ years previous experience in a retention role dealing with large volumes of calls

• Understanding of CRM systems i.e. Salesforce and previous online experience will be seen as an advantage

Who you will be working with 

● Working alongside a strong, established Sales team and Service and Product development  teams.

Success Profile 

In the first 3 months, the successful incumbent is expected to have delivered:

● Have built a solid understanding of the brand platform and be able to use this knowledge to maximise sales conversion rates and revenue

● Be competent with the CRM system and be able to use it to effectively manage your sales pipeline

● Have a basic understanding of the journey after they’ve signed up onto the platform

● Have a basic understanding of the Sales Policy and follow the outlined guidelines

hipages.com.au

● Have developed a basic understanding of the Licensing requirements for each state and use

this knowledge to ensure we only let qualified tradies onto the platform

● Be an expert in selling the benefits of the brand to tradies to retain them

● Achievement of 80% of KPI’s

● Achieve 100% of revenue targets

In the first 6 months, the successful incumbent is expected to have delivered:

● Be an expert on the platform and use this knowledge to leverage higher sales

conversion rates and revenue

● Be an expert in the CRM System and use it to maximise sales results

● Be an expert in the Sales Policy and consistently follow the outlined guidelines

● Be an expert on the customer journey for tradies after they sign up and be able to

articulate this to tradies when needed

● Consistent achievement of 100% of KPI’s for the last 3 months in a row.

Key Metrics:

● Stage change = 100%

● Conversion rate (combined) => 35%

Auto Renewal Saved Rate = 35%

Pre Renewal Conversion Rate= 35%

Join the A-Team and experience the A-Life!

Your Role Purpose & Objective 

The role purpose is to enable effortless home improvement through supporting tradies to build and expand their businesses. 

Your role is to follow up on inbound enquiries that come from tradies that request more information about joining the hipages platform, communicate the key benefits of the web based advertising new customers will receive as a member of hipages. 

You know you are successful when you are converting a high volume of customers, meeting and exceeding targets and KPIs, you’re able to use your expertise on the hipages product to leverage higher sales conversion rates and revenue. 

How you will add value 

●  Meeting and exceeding daily, weekly and monthly KPI’s and sales targets (essential)

● Making a high volume of outbound / inbound phone calls (essential) 

● Explaining the key benefits of hipages with potential clients 

● Handling customers objections (essential) 

● Closing the sale and signing up new members 

● Developing and maintaining accurate product knowledge 

● Liaising with relevant internal departments to ensure that client’s needs are met

● Effective note taking on all client interactions and input into CRM system  

Functional Competencies 

● The Sales Experience: Proactively maintains own sales pipeline, driving personal sales to meet targets 

● The Service Experience: Speaks with genuine enthusiasm and confidence about the hipages brand and product, following the script 

● Sales Management Operations: Follows sales touchpoint process, adhering to QA process ● Sales Drive: Motivated to achieve sales goals and targets 

● Sales Resilience: Remains focussed on work when under pressure, showing an optimistic approach to work 

Behavioural Competencies 

● Communication: Speaks clearly and audibly, checking for understanding ● Relationship Building: Connects and develops rapport with others to build and maintain good working relationships 

● Planning / Organising: Plans and prioritises own tasks and activities to meet targets ● Commercial Acumen: Understands how hipages operates and makes money 

Your Experience 

● Experience in a phone based role taking a high volume of inbound calls, preferably in a sales environment. Preferred experience in working to sales targets and KPI’s. 

Who you will be working with 

● Working alongside a strong, established sales team 

Success Profile 

In the first 3 months, the successful incumbent is expected to have delivered: 

● Have built a solid understanding of the hipages platform and be able to use this knowledge to maximise sales conversion rates and revenue 

● Be competent with the CRM system and be able to use it to effectively manage your sales pipeline 

● Have a basic understanding of the hipages journey after they’ve signed up onto the platform

 ● Have a basic understanding of the Sales Policy and follow the outlined guidelines 

● Be an expert in selling the benefits of hipages to tradies 

● Have developed a basic understanding of the Licensing requirements for each state and use

 this knowledge to ensure we only let qualified tradies onto the hipages platform 

● Regularly met and exceeded weekly sales targets and KPI’s 

In the first 6 months, the successful incumbent is expected to have delivered: 

● Be an expert on the hipages platform and use this knowledge to leverage higher sales conversion rates and revenue 

● Be an expert in the CRM System and use it to maximise sales results 

● Be an expert in the Sales Policy and consistently follow the outlined guidelines

● Be an expert on the hipages customer journey for tradies after they sign up and be able to articulate this to tradies when needed 

● Be an expert on what Licenses are required in each state 

● Meeting and exceeding sales targets and KPI’s 

Join the A-Team and experience the A-Life!

A SNAPSHOT OF YOUR ROLE

As a Senior Front-End Developer, the position requires involvement in the design and building all UI/UX elements of the Applications. Having the mindset of a good front end developer, he/she should be able to understand and comprehend the incremental business value of the deliverables on every sprint by providing sound technical solutions while adapting and integrating current trends and technologies is highly expected. Growth, innovation, and collaboration are amongst the core values the team is passionate about. Having the growth mindset and thriving under pressure, the team have successfully launched an exciting project of an internal App used throughout the global company that manages Workforce, time sheets, Payroll, and NOC, and is used daily by over 10,000 users. Ongoing improvements and features are being added to this Application constantly, and involve:

• Develop and maintain web applications with advanced design principles behind a scalable application
• Performs code reviews ensuring best coding practices and the user-defined acceptance criteria are implemented.
• Prepare software documentation such as diagrams (UML, entity-relationship diagram, process workflow) and user guides
• Participate in meetings such as daily stand-up and sprint retrospectives.
• Creating, maintaining, and supporting complex jQuery task libraries
• Creating and managing SPAs to meet the business needs

A BIT ABOUT YOU

• Bachelor’s/College Degree in Computer Science/Information Technology or equivalent industry experience
• Minimum 5 years of solid understanding and strong UI/UX design and development (Angular JS, Node JS, React JS, jQuery)
• With knowledge of MVC application frameworks such as Laravel and CodeIgniter 
• With knowledge in Test Driven Development (TDD)
• With strong knowledge in front-end technologies such as JavaScript, JQuery, HTML5, CSS3
• With proficiency in consuming REST web services.
• With proficiency in using source code version control (GitHub)
• With 3-year minimum working experience in an agile development adapting Scrum as a framework
• Comprehensive understanding on the business value of the assigned project to produce demonstrable incremental value for every sprint iteration.
• Breaking down large user stories into smaller stories adhering towards shared understanding, increasing the accuracy of estimation and tasks prioritization
• Ability to work on an existing project and starting from ground zero until deployment and maintenance.
• Excellent communication skills both verbal and written.

Join the A-Team and experience the A-Life!

Responsibilities 

• The Portfolio Governance Manager will work alongside the Portfolio Governance Director to support the successful delivery of the Group portfolio of projects.  
• Ensures effective monitoring of the portfolio and preparing high-quality reports to help aid decision making of our senior leaders through forums such as the Group Transformation Committee (GTC), the Global Management Team (GMT) and Group Supervisory Board (GSB). 
• Defines and implements Change Delivery Framework processes, ensuring fit for purpose and continued improvement of the Portfolio Governance Handbook document through regular and relevant process updates and collaboration with Operations leaders and Portfolio Governance Finance Partners. 
• Facilitate Onboarding and training sessions to Project Managers, Programme Managers and others as deemed necessary to educate and advocate the Change Delivery Framework. 
• Provides Data Quality assurance by reviewing and monitoring Project statuses, project submissions (e.g. Project Briefs, Change Requests, PID submissions)  
• Contributes positively to the ongoing development of the Portfolio Governance and wider Change Delivery team and their ways of working  

Tasks 

• Providing guidance to Project Managers in applying the overall approach to delivering individual projects with adherence to the Change Delivery Framework. 
• Ownership of the Projects Monday.com Board and ensuring quality and integrity of data, and maintaining the forward pipeline of projects  
• Identifying dependencies, conflicts, and opportunities for synergies throughout the portfolio  
• Support delivery of the portfolio by providing analysis that feeds into and informs the capture of portfolio risks, issues, trends, and presents solutions  
• Communicate effectively with stakeholders from all areas of the business utilising appropriate use of diagrams, graphs and other mechanisms as required 
• Ownership on the preparation and publication of monthly governance meetings packs, owning the provision of regular key metrics and other ad-hoc data points and analysis as needed  
• Manage workshops and meetings to support portfolio governance delivery including production of inputs (Agendas / packs) and outputs (minutes etc)  
• Monitor and report on adherence to internal project methodology and governance including use of approved templates and checklists  
• Acting as a conduit between senior management and other members of the teams, providing leadership and guidance 

Other  

• Support the Portfolio Governance Director with any additional reasonable duties as required  

Key competencies for position and level  

• Portfolio Governance, Project Management Office experience 
• Programme and Project Management process understanding 
• Strong leadership 
• Being resilient  
• Communicates effectively  
• Being resilient with ability to challenge 
• Plans and aligns  
• Demonstrates self-awareness  
• Organisation savvy and ability to work with senior stakeholders  Leadership 

Key behaviors we expect to see.  

In addition to demonstrating our Group Values (Authentic, Bold, and Collaborative), the role holder will be expected to demonstrate the following:  

• Attention to detail  
• Taking Ownership  
• Curiosity  
• Positivity  
• Adaptability  

·       Reporting directly to the Quality Manager.

·       Ensuring that your team delivers quality work to internal and external clients in an efficient and timely manner.

·       Facilitating activities that will engage team members and nurture a fair and innovative culture through team buildings, planning sessions, rewards and recognition, etc.

·       Ensuring and tracking the productivity and coverage targets of your assigned team.

·       Serving as an alternative contact person in the absence of the QA Manager.

·       Properly onboarding and facilitating goal setting the new QAs in your team.

·       Providing feedback to Operations and Quality Managers on campaign results and trends.

·       Conducting spot-checks on evaluations made by QAs, Team Leaders, Sales Coaches, and Trainers at least once a month.

·       Taking ownership of Critical Errors, Physical/Information Security Processes, and escalating to Operations /Training/QA Management, and HR as needed.

·       Collaborating with Operations and Training teams in mentoring Team Leaders and Trainers on QA tools and processes via calibrations, triad coaching sessions, one-on-ones, etc.

·       Consolidating and analyzing results and trends on quality metrics and sending weekly and monthly QA reports.

·       Data analysis, sharing of performance trends and actionable recommendations to Operations and Training for agent/program performance, knowledge, and skills improvement

·       Creation and documentation of QA- or campaign-specific processes.

·       Liaising with Operations, Training, and Clients on development and improvement plans for Operation-, Training-, and QA-related processes.

·       Actively participating in internal and client meetings and performance reviews.

·       Providing additional evaluations and/or spot checks to help identify call trends and agent behaviors.

·       Regularly mentoring and coaching QAs

·       Preparing the QAs’ monthly scorecard and discussing the QAs’ performance individually.

·       Reviewing the good calls submitted by the QAs and submitting them to the QA Manager.

·       Administrative functions such as timekeeping, carrying out of corrective actions as needed, performance assessments, etc.

·       Carrying out other tasks as assigned by the Quality Manager.

Join the A-Team and experience the A-Life!

Join the A-Team and experience the A-Life!

This position has primary responsibilities for providing hands-on technical troubleshooting, feature explanation, and best practice guidance for our product. The technical Support Representative work environment is focused on providing support to customers, partners and colleagues both in a fast-paced environment.

A successful Technical Support associate operates efficiently in this climate, maintains composure, exhibits professionalism, understands our services, Team needs and delivers the highest level of client satisfaction.

• Installs, modifies, and makes minor repairs to computer hardware and software systems.
• Resolves tickets representing staff-generated technical requests or problems and troubleshoots technical and process issues to maintain productivity.
• Maintains system functionality by testing computer components.
• Helps design and implement networks.
• Consults with users to determine appropriate hardware and software needs and assists in placing orders.
• Maximizes computer systems capabilities by studying technical applications and making recommendations.
• Tests compatibility of new programs with existing ones.
• Gathers data to identify and evaluate technical purchasing options.
• Confirms program objectives and specifications by testing new programs, comparing them with established standards, and making modifications.
• Evaluates vendor-supplied software by studying user objectives and testing software compatibility with existing hardware and programs.
• Installs software and necessary applications for workflow.
• Trains users on new software in person or through a variety of tutorial channels, including self-guided training videos, user manuals, and digital instruction pages, often in collaboration with technical writers.
• Maintains system capability by testing computer components.
• Carries out software, network, and database performance tuning.
• Documents hardware and software updates.
• Keeps up to date on technical advancements by attending educational workshops, reviewing professional publications, and participating in professional societies.
• Prepares reference material for users by drafting operation instructions

• 2+ years of technical support experience: Preferably supporting customers via email and chat.
• Experience in providing technical support: installing and uninstalling apps from phones and computers.
• General knowledge of how web-based and mobile apps work.
• Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations.
•  Ability to thrive in a dynamic and evolving environment – must be adaptable.
• Metrics-driven and proven ability to handle a high volume of customer interactions. 
• Strong conflict resolution skills and even temperament in challenging situations.
• Native or near-native written and spoken English.
• Ability to properly understand and convey tone via written communications.
•  Creative problem-solving skills.
• Impeccable judgment – the ability to make fact-based decisions that support desired outcomes, particularly in ambiguous situations.
• Loads of empathy – you genuinely care!
• Proactive attitude and ability to work with limited supervision.

Plus Requirements

• Support the team by executing initiatives and collaborating on projects.
• Take initiative and identify areas of opportunity that you can contribute to help the team as it grows.
•  Acquire valuable customer insights and share them with the rest of the team to improve the education and experience to create customers for life.
• Flexible work schedule.
• Passion for Customer Experience.
• A proven ability to work remotely as part of a team but also with little direction is highly desired.

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

The Network Operation Centre (NOC) have three main roles:

1. to ensure maximum possible service availability and performance

2. to provision customer network services on core equipment

3. to provide support services for Engineering and other technical teams

These result in a highly diverse range of duties for the NOC - our engineers are required to ensure they are fulfilled in a timely, co-operative and professional manner.

We interact frequently with technical support, service provisioning and sales teams so it's important that we are clear and concise in our communications.

We also work very closely with the Engineering team and as such need to develop a good all-round understanding of systems and networks.

Diligence and attention to detail are also key skills along with an ability to multi-task and prioritize work appropriately.

We don't expect you to have all the required knowledge when you join us as many of these skills can be picked up through experience in the job, but those who do need to learn new skills must be prepared to spend time doing suitable research to ensure their grounding is thorough and properly understood.

As your knowledge and confidence develop you may be asked to join our call-out rotation providing 24x7 support on our core network and services.

Duties and Responsibilities:

• Manage and maintain the Monitoring Systems
• Full fault troubleshooting, problem isolation, and corrective action implementation or escalation to network engineering for assistance
• Liaising, and own discussions with, 3rd party suppliers to troubleshoot problems, perform upgrades, resolve service impacts, manage network changes, and escalate as required
• Provisioning and configuring core network devices and tools,  such as IP assignment, core network configuration, DNS setup, monitoring software for core equipment and software, NNI ports and services, implementing MOPs for controlled core and edge network changes, etc.
• Network equipment build, installation, and configurations
• Performing and maintain hardware, serial numbers, security, and configuration audits
• Writing custom monitoring plugins and configuring bespoke graphing.
• Maintenance of WIKI and technical documentation (for NOC) of processes and procedures used throughout normal operations
• Development of knowledge and skills in network and system administration
• Tier 3 escalation point for all core network datacenter services and infrastructure, access network, and AireSpring services
• Participate in a 24x7 call-out rotation if required

A SNAPSHOT OF YOUR ROLE

Troubleshoots minor equipment malfunction and corrects them as directed by knowledge-based tool, IT Service Desk and/or Shift Supervisor.

· Monitor user and system adherence to security standards.

· Evaluates and tests equipment, network/software, and system tool products and submit recommendations to the shift supervisor.

· Operates and monitors divisional operating systems, platforms, network, servers and software and escalates and/or resolves exceptions in accordance with established procedure.

· Assist staff with installation, configuration and ongoing usability of desktops, laptops, peripheral equipment and software complying with given standards and guidelines.

· Escalates issues to higher level of support when needed.

· Document, track and monitor problems to ensure timely resolution.

· Sets and loads computer equipment with required items and prepares equipment for operations.

· Gathers and analyzes information about the user’s issue and determines the best way to resolve their problem.

· Ensures hardware accessories are functional and usable. Troubleshooting hardware issues is the primary scope of support.

· Provides physical support to all system users.

· Acts as second layer of support to prepare machines for WFH users, configures VPN for out of office environment and arranges logistics of technology items for delivery for home use.

Join the A-Team and experience the A-Life!

Troubleshoots minor equipment malfunction and corrects them as directed by knowledge-based tool, IT Service Desk and/or Shift Supervisor.

· Monitor user and system adherence to security standards.

· Evaluates and tests equipment, network/software, and system tool products and submit recommendations to the shift supervisor.

· Operates and monitors divisional operating systems, platforms, network, servers and software and escalates and/or resolves exceptions in accordance with established procedure.

· Assist staff with installation, configuration and ongoing usability of desktops, laptops, peripheral equipment and software complying with given standards and guidelines.

· Escalates issues to higher level of support when needed.

· Document, track and monitor problems to ensure timely resolution.

· Sets and loads computer equipment with required items and prepares equipment for operations.

· Gathers and analyzes information about the user’s issue and determines the best way to resolve their problem.

· Ensures hardware accessories are functional and usable. Troubleshooting hardware issues is the primary scope of support.

· Provides physical support to all system users.

· Acts as second layer of support to prepare machines for WFH users, configures VPN for out of office environment and arranges logistics of technology items for delivery for home use.

Join the A-Team and experience the A-Life!

Customer Care Consultant

Reporting to: Team Lead

A SNAPSHOT OF YOUR ROLE

We’re an outsourcing provider with a difference—offering clients flexible engagement models backed by our solid suite of shared support services. As a Customer Care Consultant, your role is vital in keeping our customers happy and contributing to our organization’s growth and success.

Customer Care Consultants are the first point of contact to deal with existing or potential customers’ enquiries. The role is required to establish effective relationships with the customer by gaining trust and respect and in turn generating customer information in order to deliver a solution

You’re the genie that fulfils our clients and customer’s needs. You’ll represent the account and interact with clients, brokers, and other parties through emails and calls and ensure their services- are addressed in a timely and efficient manner. You use analysis, focus, and patience, coupled with product knowledge to effectively execute what is required. Your day could see you:

• Provide a first class customer service experience to our clients.

• Providing smart, effective and efficient service to customers.

• Act quickly and decisively in determining customer needs.

• Promote the campaign as a leading Energy provider by delivering quality customer service to new and existing Simply customers.

• Respond to enquiries about gas and electricity (depending on geographic location) and various client promotional offers.

• Identify sales opportunities, up selling and cross selling of products to new and existing customers.

• Address complaints or fault inquiries and transferring calls as required to appropriate personnel in order to achieve a positive customer outcome.

• Comply with all Quality requirements and scripting at all times.

• Ensure all privacy requirements are adhered to accurately enter all data including relevant and appropriate notations on customer files.

• Implement and observe all Acquire BPO conditions of employment and policy guidelines (with particular regard to personal conduct, presentation, behaviour).

• Commitment to maintain all company workplace health and safety procedures.

• Perform various duties and projects as allocated by the Team Leader or members of Management.

• Contribute to an effective monthly one-on-one progress review with the Team Leader.

• Respond to Performance Improvement Plan stipulations and any coaching requirements.

• Actively participate in team and department activities.

A BIT ABOUT YOU

• Excellent in customer service.

• Previous experience in a customer service environment is mandatory.

• Sales background, ideally in a Contact Centre environment.

• High level of literacy and numerical skills.

• Ability to effectively use computers and IT systems.

• Clear and Effective communication skills.

• Sales and Negotiation skills.

• Ability to work under pressure and maintain a positive attitude.

• Able to manage time effectively, works with a sense of urgency whilst maintaining attention to detail.

• Relates well to all kinds of people, able to build rapport and out people at ease.

• Results orientated with the ability to meet targets.

WHAT SUCCESS LOOKS LIKE

• High customer satisfaction.

• Exceeding/on target scorecard rating.

• Exceeds accuracy goal.

• Meeting settlement deadlines.

WHAT WE VALUE

We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:

• Collaboration: Brilliant jerks can be brilliant elsewhere.
• Impact: Do, get it done, create impact.
• Passion: Be positive, bring passion and energy.
• Transparency: A transparent team can help each with other.

Join the A-Team and experience the A-Life!

This position has primary responsibilities for providing hands-on technical troubleshooting, feature explanation, and best practice guidance for our product. The technical Support Representative work environment is focused on providing support to customers, partners and colleagues both in a fast-paced environment.

A successful Technical Support associate operates efficiently in this climate, maintains composure, exhibits professionalism, understands our services, Team needs and delivers the highest level of client satisfaction.

• Installs, modifies, and makes minor repairs to computer hardware and software systems.
• Resolves tickets representing staff-generated technical requests or problems and troubleshoots technical and process issues to maintain productivity.
• Maintains system functionality by testing computer components.
• Helps design and implement networks.
• Consults with users to determine appropriate hardware and software needs and assists in placing orders.
• Maximizes computer systems capabilities by studying technical applications and making recommendations.
• Tests compatibility of new programs with existing ones.
• Gathers data to identify and evaluate technical purchasing options.
• Confirms program objectives and specifications by testing new programs, comparing them with established standards, and making modifications.
• Evaluates vendor-supplied software by studying user objectives and testing software compatibility with existing hardware and programs.
• Installs software and necessary applications for workflow.
• Trains users on new software in person or through a variety of tutorial channels, including self-guided training videos, user manuals, and digital instruction pages, often in collaboration with technical writers.
• Maintains system capability by testing computer components.
• Carries out software, network, and database performance tuning.
• Documents hardware and software updates.
• Keeps up to date on technical advancements by attending educational workshops, reviewing professional publications, and participating in professional societies.
• Prepares reference material for users by drafting operation instructions

• 2+ years of technical support experience: Preferably supporting customers via email and chat.
• Experience in providing technical support: installing and uninstalling apps from phones and computers.
• General knowledge of how web-based and mobile apps work.
• Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations.
•  Ability to thrive in a dynamic and evolving environment – must be adaptable.
• Metrics-driven and proven ability to handle a high volume of customer interactions. 
• Strong conflict resolution skills and even temperament in challenging situations.
• Native or near-native written and spoken English.
• Ability to properly understand and convey tone via written communications.
•  Creative problem-solving skills.
• Impeccable judgment – the ability to make fact-based decisions that support desired outcomes, particularly in ambiguous situations.
• Loads of empathy – you genuinely care!
• Proactive attitude and ability to work with limited supervision.

Plus Requirements

• Support the team by executing initiatives and collaborating on projects.
• Take initiative and identify areas of opportunity that you can contribute to help the team as it grows.
•  Acquire valuable customer insights and share them with the rest of the team to improve the education and experience to create customers for life.
• Flexible work schedule.
• Passion for Customer Experience.
• A proven ability to work remotely as part of a team but also with little direction is highly desired.

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

Join the A-Team and experience the A-Life!

Join the A-Team and experience the A-Life!

The Analytics & Insights Competency Training Manager will oversee the learning and development of Manila Regional Center talent pool.  He drives the development/design and deployment of competency-based learning program curriculum and provides various functional/technical training tools and initiatives to help upskill associates. 

Responsibilities

Competency Building  
Has in-depth understanding of the roles within the business and develops competency-based model in upskilling talents. 

• Identifies the essential functions of each job:  Skills, Knowledge, and Attributes. 
• Clearly defines the set of competencies needed to perform the job effectively and links it closely to the CS Accreditation Process and the CS Code 
• Discover gaps in competencies and provide training interventions to fill those gaps. 
• Prepare employees for career growth/advancement.  

Onboarding
Owns the onboarding process and supports the smooth transition-in of all new entrants. 

• Executes and refines the existing New Hire Onboarding Program with a defined 30-60-90-day plan in order to effectively prepare new hires to succeed & grow in their roles.
• Executes and refines the existing Interns Onboarding Program  
• Enables a shorter learning curve for all new entrants through provision of comprehensive orientation and training. 

Training and Development
Collaborate with local stakeholders to identify, minimize & eliminate performance gaps, with specific focus on defined Analytics & Insights core competencies. 

• Leverages multiple modalities such as instructor led training, digital learning & coaching.  
• Promotes an organizational culture that facilitates tacit and explicit knowledge sharing and organizational learning. 
• Fosters self-directed learning & professional development; support learners with prioritization, time-blocking & other resources. 
• Applies agile learning & instructional design principles based on sound learning theory.  
• Designs and develops an associate curriculum that includes internal & supplier sourced learning assets like a central resource library, knowledge articles, eLearning, videos and job aids, measure effectiveness. 
• Sets & reaches goals for classroom attendance & digital learning adoption, coordinate logistics & assign trainers. 
• Supports company-wide learning & performance initiatives, as needed. 

Engagement Support
Supports the leaders in maintaining and/or improving the engagement level of the Manila Regional Center associates through the introduction of various learning and development efforts.

• Helps minimize turnover and build high-performing teams through the creation of an environment where everyone has the necessary learning and development tools to succeed in our dynamic, highly technical industry.
• Upskill leadership teams on motivating individuals, elevating & rewarding performance.

Others

• Operate in a hybrid physical-virtual and multi-cultural environment, liaising and building excellent relationships with internal and external customers
• Recommend and implement improvement plans when necessary
• Other duties and responsibilities as needed

Why ClearSource?

ClearSource is a people-driven company focused on delivering exceptional customer experiences every day! We truly believe in our Core Values – Customer First, Personal Accountability, Humble Courage, Hungry, and Happy & Healthy. They define ClearSource’s DNA and make us a great company to work for. We support all of our people in helping them realize their greatest potential.

ClearSource is seeking enthusiastic individuals to join our team as Solar Customer Service Representatives who will serve as the friendly face and helpful voice for our valued solar customers. You will make sure things run smoothly year-round by providing quick and professional service when things don't go as planned. If you have a passion for renewable energy, excellent communication skills, and a knack for problem-solving, we want you on our team! Join us in empowering our solar community and be a force for positive change. Apply today to embark on a rewarding journey as a Solar Customer Service Representative!

What you will do as a Solar Customer Service Representative

• Represent the company with professionalism and deliver exceptional customer service through effective communication and support.
• Troubleshoot and problem solve customer's issues or concerns by providing solutions, recommendations, replacements, gathering of sensitive information, and/or detailed product information with a sense of urgency while using a positive and empathetic approach at all times.
• Complete, maintain, and process pertinent paperwork and records with high attention to detail to ensure accurate data about the customer is maintained.
• Complete daily tasks within pre-established timelines.
• Meet all identified team and client performance metrics and goals.
• Build relationships and work closely with customers, co-workers, and all levels of the organization in a positive manner to supply necessary updates and reporting as needed.
• Report any training needs or system error/discrepancies to the supervisor.
• Regular attendance, punctuality, and adherence to an agreed-upon schedule of availability are conditions of employment and are an essential function of this position.
• Live the ClearSource Core Values.
• The Customer Service Representative reports to the Team Leader.

• Completed at least 2nd year in college.
• At least 1-year Technical Support experience
• Above average communications skills
• Typing test - 35 WPM, English Proficiency Test - B2

Enjoy these outstanding perks and benefits:

• Competitive salary
• Medical and dental Insurance (with free dependents)
• Group life insurance
• Paid time off (PTO)
• Outstanding career growth
• Passionate, energetic & innovative work culture
• Friendly, team-driven environment
• Skills and leadership development

Quality Analyst for High Velocity Sales Team
Manila, Philippines

OVERVIEW

Quality Analyst manage and implement a company’s quality assurance and control systems to ensure proper execution of products and client satisfaction every time. People in this role are committed to ensuring the sales associates are executing their jobs on the phone flawlessly whenever possible

RESPONSIBILITIES
•    Direct audit activities 
•    Conduct same call observation and frequently evaluate effectiveness of the Business Development Representatives
•    Works in partnership with the Business Development Sales Manager to ensure that all associates are meeting call quality standards
•    Track trends and make recommendations for refresher and/ or up- training to the training and operations team
•    Establish priorities and ensure maximum usage of assigned resources
•    Implement, support, and manage practices for assuring that quality and processes are adhere to standards and internal quality audits
•    Coordinate control plans and action plans to achieve expected results
•    Lead, mentor, and develop sales associate to promote quality awareness and implement quality programs and initiatives
•    Facilitate or lead quality training on quality management tools
•    Ensure that the sales associates are updated regarding new products, processes, and services launched by the company
•    Ensures effective monitoring and evaluation of the sales associates on a regular basis
•    Device systems or matrix to identify opportunities areas of sales associates and ensure proper feedback via Quality emails, instant feedback, counseling, short coaching,
•    Strive for continual improvement of the existing quality monitoring systems and the processes by which they are developed
•    Conduct calibration sessions between the sales managers
•    Develop reports showing inspection and audit performance and improvement opportunities including daily quality score report, performance improvement initiative reports and monthly quality report
•    Develop new ideas to improve overall quality in the process
•    Conduct meetings regularly with inspection and audit team to help consistency in teamwork.
•    Involve in team driven actions to help improvements
•    Runs and analyzes reports and ensues that all reports are accurate and reliable
•    Assumes and performs other duties and responsibilities not specifically outlined here in
•    Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail
QUALIFICATIONS
•    Bachelor’s Degree preferred
•    2-3 years working experience in the related field in a BPO setting
•    Can work successfully in an ambiguous, fast paced, growing, deadline-driven environment
•    Accuracy and attention to detail
•    Teamworking skills
•    Results driven 
•    Highly organized 
•    Focus on great internal and external customer service 
•    Ability to manage multiple projects in multiple functional areas simultaneously 
•    Flexibility and adaptability to adjust to changing project needs in evolving situations
•    Independently exercise excellent judgment, discretion and sound reasoning in making important decisions
•    Strong level of proficiency in the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
•    Excellent professional communication skills required, both verbal and written
•    Must be able to interface with Board members and Partners and consistently exude a pleasant, polished, and professional image
•    Proficiency in managing multiple projects effectively, with a high degree of accuracy and in a timely manner
•    Ability to switch gears and frequently reprioritize while keeping a calm and controlled demeanor
•    Must demonstrate excellent interpersonal skills and a strong customer service acumen
•    Must be proactive in anticipating executives’ needs and must consistently demonstrate a strong sense of urgency
•    Required to interact effectively and efficiently with all levels of employees
•    Flexibility for overtime

Join the A-Team and experience the A-Life!

• Responsible for the review of Financial Statements with Disclosures and other ad-hoc service requests for funds and/or corporate clients.
• Responsible for the preparation of complex reporting requirements, when necessary.
• Manages and ensures the timely and accurate deliverables of Accountants and Junior Accountants.
• Acquire knowledge and to become SME's of designated clients' requirements and deliverables.
• Ensures and champions compliance by following procedures and checklists following SSAE and other similar statutory requirements.
• Proactively seeks adequate training, feedback and support in both technical and non-technical aspects of the role.
• Assist in the development of the technical competencies of Accountants and Junior Accountants through providing feedback on their deliverables.
• To be able to effectively communicate and relate with the various stakeholders of the team.
• Submits cluster client requirements after thoroughly being reviewed.

Job Description

• Responsible for processing financial information to trial balance and other ad-hoc financial information for PE Fund Structures.
• Responsible for preparation of administration tasks in relation to PE Fund Structures. 
• Ensuring that adequate training has been completed and support provided in order to complete the role and be proactive in defining areas needing attention or support.
• Knowledge of designated clients including a basic understanding, of the client structures, key points of the LPA, Fee Agreements, and SLAs.
• Knowledge of Client deliverables and early escalation of issues to the cell’s Accountant.
• Minimize risk to IQ EQ Philippines by following procedures and checklists and complying with SSAE16 requirements.
• Be proactive in identifying development and training requirements.

This role will lead a small delivery team to ensure prompt delivery of service to the responsible clients and make sure the quality of the data insight that we deliver to clients, by proposing optimal analytical solutions with actionable business insight, based on a deep understanding of client needs and robust analytical expertise across various NielsenIQ solutions. 

Responsibilities

Client Servicing 

• Maintain an accurate, complete, up-to-date and insightful client business profiles to be shared with client’s senior management  
• Ensure client service standards are implemented and enhanced as client expectations continue to evolve and change in the market. 
• Address client business needs, diagnosing business issues and agreeing solutions that fully supporting clients’ objectives in order to deliver high growth for  NielsenIQ business while meeting the company's quality standards. 
• Liaise with other client service associates from RMS, CPS and RV team as well as other internal stakeholders to ensure alignment on strategies and message for each client. 
• Ensure all client projects deliver high value to clients with a demonstrated return on investment. 
• Build and maintain ongoing relationships with the identified key persons within the client organization 
• Assist in ensuring adherence to the approved company policies on business conduct/ethics when servicing clients. 

People Management 

• Establish high standards of performance and hold associates firmly accountable for meeting with those standards. 
• Provide support, recognition and feedback to assist associates towards achieving the performance expectations and standards 
• Act as coach, guide and mentor to employees and prepare succession plan for the team  
• Ensure effective performance management system is implemented and aligned with regional directions in order to recognize desired performance for business advantage  
• Ensure that associates are aware of the nature of their specific roles in relationship to the local market, the sub-region and overall regional operation 
• Address professional development goals and needs of direct reports 
• Ensure proper dissemination of information and implementation of company rules and regulations as well as policies and procedures 
• Contribute to the development and implementation of training plans to ensure that associates are able to grow and demonstrate mastery of required competencies in their jobs and deliver desired performance levels 
• Establish a strong team environment focused on exceeding internal and external client requirements 
• Conduct consistent periodic coaching "work with-s" to observe team members with clients and provide feedback. 

Business Development 

• Support Sales Team to develop plans to grow our business in existing NielsenIQ clients including but not limited to RFP process, collaboration with internal stakeholders, and sales pitch. 
• Contribute to new business initiatives and participate in the development and deployment of the initiatives.  
• Provide continuous feedback on competitive activities within assigned clients. 

Organizational Management and Development 

• Ensure alignment of the delivery team that will enable the business unit to achieve the overall business objectives 
• Work across functional business units to support organizational initiatives and business needs 
• Promote inter-departmental and inter-divisional communications and teamwork 
• Recommend improvements in work processes within area of responsibility  
• Responsible for internal projects assigned by the company 

Job Description

• Responsible for processing financial information to trial balance and other ad-hoc financial information for PE Fund Structures.
• Responsible for preparation of administration tasks in relation to PE Fund Structures. 
• Ensuring that adequate training has been completed and support provided in order to complete the role and be proactive in defining areas needing attention or support.
• Knowledge of designated clients including a basic understanding, of the client structures, key points of the LPA, Fee Agreements, and SLAs.
• Knowledge of Client deliverables and early escalation of issues to the cell’s Accountant.
• Minimize risk to IQ EQ Philippines by following procedures and checklists and complying with SSAE16 requirements.
• Be proactive in identifying development and training requirements.

Responsibilities

• Co-ordinate and execute day to day administrative and legal formalities in accordance with the law
• Ensuring the continuing good standing of client companies by ensuring all company law and contractual requirements are complied with
• Build, develop and maintain partnerships with cluster contacts

Tasks 

• Review board minutes, prepare complex board packs, including agenda, related minutes, agreements and documentation.
• Train, coach and support the team as and where required
• Maintain and review board/filing trackers
• Ensure legal and regulatory compliance
• Ensure prompt follow-up and timely execution of client requests
• A point of contact for daily operations on complex clients
• Coordinate deliverables for junior team members, working closely together with (Assistant) Managers
• Assist with the audit process Attend board and shareholders meetings, preparing related minutes, IQ-EQ service agreements and documentation.
• Review board minutes of more junior team members
• Prepare and review RCS, RBO, EMIR and general documents
• Understand fee agreements and identify out-of-scope services
• Coordinate with 3rd parties and support/remote functions
• Review of bank account opening forms

OVERVIEW

We are looking for a reliable Quote Desk Specialist. He/ She will play a vital part in supporting the various Sales Teams within our organization. The primary goal of this role is to generate quote requests on behalf of the Sales Representatives and assist with the pre-sale document generation.  The Quote Desk ensures smooth running of our company’s offices and contributes to driving sustainable growth.

A SNAPSHOT OF YOUR ROLE

• Product Quoting experience in IT related Industry
• Knowledge of ConnectWise suite is a PLUS but not required
• Use of Salesforce is a PLUS
• Excellent organizational skill
• Familiarity with office management procedures and basic accounting principles
• Excellent knowledge of MS Office, database software (Excel), spreadsheets with intermediate formula
• Runs and analyzes reports and ensues that all reports are accurate and reliable
• Assumes and performs other duties and responsibilities not specifically outlined here in
• Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail

A BIT ABOUT YOU

• Bachelor’s Degree preferred
• 2-3 years working experience in the related field in a BPO setting
• Can work successfully in an ambiguous, fast paced, growing, deadline-driven environment
• Accuracy and attention to detail
• Interpersonal skills
• Teamworking skills
• Results driven
• Highly organized
• Focus on great internal and external customer service
• Ability to manage multiple projects in multiple functional areas simultaneously
• Flexibility and adaptability to adjust to changing project needs in evolving situations
• Independently exercise excellent judgment, discretion, and sound reasoning in making important decisions
• Strong level of proficiency in the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Excellent professional communication skills required, both verbal and written
• Must be able to interface with our Partners and consistently exude a pleasant, polished, and professional image
• Proficiency in managing multiple projects effectively, with a high degree of accuracy and in a timely manner
• Ability to switch gears and frequently reprioritize while keeping a calm and controlled demeanor
• Must demonstrate excellent interpersonal skills and a strong customer service acumen
• Must be proactive in anticipating executives’ needs and must consistently demonstrate a strong sense of urgency
• Required to interact effectively and efficiently with all levels of employees
• Flexibility for overtime

Join the A-Team and experience the A-Life!