The role: 

As we expand our organisation both across new products and services, as well as Geographies for employees and clients, we’re looking for a Support expert to focus on continuous improvement and team management.  

You’ll be responsible for managing a team of five (and growing), supporting hundreds of clients across three products (and growing) across two regions. You’ll work behind the scenes with both Onboarding and Customer Success to facilitate client queries and make sure they’re a success. 

The existing Support Manager has been with the company for over 5 years and has grown into a new role to help scale the business from a hybrid product/client/support perspective, creating the opportunity for a new team member to come in with a pure Support focus. At first you’ll work closely with this team member for handover, before taking the role on as your own. 

Key to your success will be developing a deep understanding of our products as well as the industry in which we operate in. This will empower you to direct the team on tasks and be autonomous when solving escalated client queries. You’ll be a fantastic manager, ensuring behaviour, product expertise and productivity are measured and improved on a continuous basis. 

Your key stakeholders will be our General Manager, Previous Support Manager, Onboarding Manager, Customer Success Manager and our clients. 

Your focus will be: 

• Team management and managing behaviours, support product and industry understanding and training, as well as and managing productivity 

• Analyse and report product malfunctions, raising defects and incidents 

• Support team with advanced queries, and support the team on the phone/tickets during busy periods, however focus should be on ensuring wider team delivery is at optimal levels 

• Ensure client requests are closed to a high standard of satisfaction 

• Collate and share trends and client feedback with product and engineering to ensure improvements are made 

• Provide consultation to customers regarding the most effective use of Transvirtual platform in conducting business 

• Keep confluence and other documentation up to date  

• Oversee monthly ticket calibration as part of continuous improvement 

Why you will love this role: 

• Become a support leader in a growing market: We have a growing list of customers in the ANZ and North American markets and looking to expand into more sizable Enterprise level deals in an industry that is growing and evolving rapidly 

• Join a dedicated and experienced team: you’ll work alongside a dedicated and experienced team who have carved out a solid reputation for operational experience 

• Drive your initiatives to success: a large part of this role will have you bringing your own ideas and experiences to challenge how we’ve always done things. As a business we thrive on everyone’s initiative to grow the business.  

• Friendly, with a global presence: we are a fun team, largely based in Australia, but also Philippines, India, USA, and Pakistan. You’ll get the chance to collaborate with multiple teams who are all inclusive and open. 

 
Essential Skills / qualifications: 

• 5 years or more working as a Support Manager in a SaaS or similar business 

• Excellent verbal and written communication skills 

• Proven capacity to develop unrivalled product knowledge in a new sector (or Logistics experience) 

• Experience managing a team, both in office and remote 

• Demonstrable experience working with teams to align on values and behaviours to make improvements  

Desired Skills: 

• Marketing university degree or equivalent  

• Understanding/experience of the logistics sector / SaaS businesses 

• Excellent communication and negotiation skills – find and close deals. 

• Ability to connect with a range of customers and find key buying habits of prospects. 

• Great team player who understands the importance of working together to meet a common goal. 

About TransVirtual: 

TransVirtual is a modern SaaS business, delivering industry-leading logistics solutions.  

Inspired by his family’s involvement in the transport industry, our founder set out to build a truly configurable Transport Management System (TMS) that could adapt to the diverse needs of this sector. We’ve built on our unique selling point of configurability by developing a deep network which allows transport businesses to process more data, more effectively, through extensive integrations.  

Today we have evolved our product set beyond TMS and offer a complete logistics solution, expanding beyond Australia into New Zealand, USA and Canada. 

Our culture is constantly evolving, and we ensure strategic alignment through clear goals set using OKRs. We thrive on positive, consistent, and collaborative communication, necessary for a remote first business. We support that through fortnightly all hands meetings and Quarterly Workshops including Retros. 

We’re always looking for outstanding candidates to join us as Technology, Logistics and Growth experts. So, if you’re excited by this opportunity, we’d love to hear from you! 

Key responsibilities:

We’re on the lookout for a technical specialist, whose research, communication and comprehension is second to none.

Your first project will be working with the engineering team who are delivering our Freight management system to provide detailed integration specs across ERP, WMS and Ecomm. Your future responsibilities may extend to one of our many other projects.

What we’re looking for:

• Tech: Passionate about tech, confident with data, databases, and coding languages.
• SQL:  You can understand and query relational data using SQL.
• Technical Requirements: Detailed technical requirements are your second nature.
• Prototyping: Bring technical solutions to life visually, including wireframes and UML diagramming.
• QA: Ensures software meets high standards.
• Cybersecurity: Grasp of security principles to keep data safe.
• Domain Knowledge: You have product exposure to popular ecommerce and logistics platforms. You are motivated to learn and analyse many more platforms.
• Integration Tech: Deep understanding of protocols used for integrations, including API (REST, GraphQL, OAuth), FTP, Webhooks, Email.
• Integration Design: Can create structured documentation targeted for developers that describes how data is mapped between systems.
• Data: Experience with data formats including JSON, XML, CSV.

Why you will love this role:

• The opportunity to make a difference: we are not a large company tied down by bureaucracy, you can implement work quickly and see results
• Own your role and the integrations execution: You’ll partner with engineering, product and support to understand the landscape and where efforts are needed. You’ll take that direction to scope and provide excellent detail for engineering to quickly deliver
• Lots of opportunity to learn and grow:  You will be working with Transvirtual subject matter experts to ensure you can make an immediate impact. They are also very open to ideas and new initiatives that you come up with.  
• Time to execute, not time in meetings: we do have a couple of set meetings and lots of collaboration within the team, but the majority of your time will be used to execute your work.
• Friendly, hybrid international team: we are a fun team, headquartered in Australia, but also spread across the globe. You will get the chance to collaborate with multiple teams who are all inclusive and open.

Essential Skills / qualifications:

• 3-5 years relevant experience
• University or equivalent qualification in Computer science, IT or business
• Proficient in requirements documentation, databases and integration technologies
• Excellent communication skills to support engaging third parties for requirements and specs
• Strong problem solving and analytical skills
• Adaptable and manage change fluidly 

About Transvirtual:

We’re a modern SaaS business delivering logistics solutions. Our founder’s family history is steeped in transport giving Transvirtual a unique competitive advantage which has seen the business grow from strength to strength. The business received its first outside investment three years ago and has grown significantly, including growing our product set from its core of a Transport Management System (TMS) to launching in the US and expanding to offering a Warehouse Management System (WMS).

Being a distributed business we work really hard to connect the team ensuring visibility of business strategy, sharing OKRs and hosting company wide retros. We challenge each other to be the best and ensure we seek & provide regular feedback to maintain a positive and enjoyable workplace.

Our team is comprised of Technology, Logistics and Growth experts and if you’re excited by the opportunity, we’d love to hear from you.

About us:

Momos is a rapidly growing company headquartered in Singapore and San Diego. Our mission is to help food and beverage, retail, and other multi-location businesses drive their entire customer lifecycle, all powered by AI.

At Momos, our core principle is putting our customers at the forefront of everything we do. Since day one, we have embedded valuable feedback and input from our partners into our company culture and product. This collaborative approach has been instrumental in creating a solution that truly meets the needs of our customers. Today, we are proud to be trusted by over 5,000 businesses globally. If you have a passion for food and want to work for a mission-driven company that is actively shaping the future of the F&B industry, we would be thrilled to have you join our team.

About the role:

As a Customer Operations - Support Lead, you will be a pivotal team member in ensuring the highest levels of service for our users. You’ll oversee the day-to-day of the Customer Operations team, building and managing processes that enhance team efficiency and collaboration. You’ll also play a critical role in building a team to support our growing operational needs.

Key Responsibilities:

• Oversee the team’s ticket operations to ensure timely and effective resolution of customer inquiries.
• Create new processes, and update existing ones to be scalable
• Communicate and promote alignment between cross-functional teams
• Personally own:

1. Weekly performance reporting to track and communicate progress.
2. Monthly training sessions to enhance internal team skills.
3. Monthly audit sessions to ensure adherence to quality standards.
4. Share insights and plans to address potential issues ahead of time.

• Oversee team processes such as:

1. First-touch responses and proactive customer communication.
2. Resolution tracking and effective problem-solving.
3. Management of tickets across internal and external channels.
4. Regular communication with the team to identify weak points or process gaps.

• Work closely with the Head of Customer Operations and senior leadership.
• Take ownership of hiring and developing a team.
• Raise the team’s operational excellence for Customer Support to new highs
• Work with teammates to implement scalable processes.

Key Performance Indicators (KPIs):

• Maintain high CSAT scores.
• Meet or exceed First Response Time targets.
• Improve ticket resolution times.
• Reduce user-raised ticket percentages by refining internal processes and preemptive support strategies, aiming to enhance the customer experience by addressing potential challenges before they escalate.

• 6 to 10 years of overall experience with at least 2 - 5 years of proven team lead experience in customer operations/ customer support.
• Strong operator mindset and a track record of tackling challenging scenarios ensuring the customer operations function works like a clockwork.
• Proactive mindset, eager to learn, and committed to continuous professional development.
• Excellent interpersonal skills, maintaining a positive demeanor and outstanding communication abilities.
• Ability to work independently while also leading a team. You will be required to roll our shelves along with the team you manage quite often.
• Passionate about working with customers and dedicated to exceeding their goals.

• Competitive salary and bonus scheme
• Private medical insurance
• Paid time off and a flexible working culture
• Opportunities for rapid career advancement
• A dynamic and inclusive company culture
• Access to the latest technology and tools for personal development
• Comprehensive onboarding program for new employees
• Employee recognition programs for outstanding performance

Cultural Values

• Mission-driven and fast-paced, entrepreneurial environment.
• A collaborative and flat company culture.
• Comprehensive private health insurance.
• Discretionary trips to our offices across the globe, with global travel medical insurance (when it's safe to travel!).
• Cross-cultural team bonding/networking.
• Love Food? Join our Team!

Equal Opportunity

Momos is an equal-opportunity workplace where we embrace diversity and different cultures. We started as an international company and know that building an organization with different experiences, thoughts, and opinions allows our team to grow and excel.

LawnStarter is the nation’s leading on-demand marketplace for lawn care and related services, allowing hundreds of thousands of customers nationwide to book a service with the tap of a button. But lawn care is only the beginning - our vision is to become the one-stop shop for all home services.

Our company is flourishing at an incredible pace, profitable and achieving remarkable success. And we're not stopping there! We're actively seeking talented and hard-working individuals like you to join our team and help us achieve our ultimate vision.

Responsibilities:

• Rotation between inbound and call back queue calls, chat, email support.
• In this position, you will be taking over 300 contacts a week. These will be supporting both our customers and our providers on various operations-related issues. Our average handle time is around 10 minutes
• Our hours of operation are Monday - Friday, 6 am - 10 pm CST, and Saturday - Sunday, 7 am - 6 pm CST.
• We offer 8hrs per day for a max of 5 days per week (40hrs) during those hours.
• You will explain our services and policies, work to create a great service experience, and provide support for app navigation, payment details, scheduling, and issue resolution.
• You should have an understanding of how to connect with a Western individual and be skilled at problem-solving, building rapport, and offering empathy.
  

What we are looking for:

• Empathetic to customers, knows how to use soft skills to establish rapport and diffuse difficult situations.
• Ability to work efficiently and creatively to solve problems by utilizing all available tools and resources.
• Active listener who can interpret a problem, determine an approach to solve, and main call control.
• Ability to adhere to a schedule
• Adaptable to change
• High productivity at defined proficiency levels
• Willingness to receive and act on feedback from the leadership team
• Works with integrity and collaborates with team.

• Must be able to work weekends if needed.
• High school graduate required, some college preferred.
• EXCELLENT written and verbal English skills, conversationally fluent.
• Experience of at least 1 year in a customer contact center environment, supporting United States customers.
• Knowledge of ZenDesk a plus.
• Prior experience using CRM and VoIP software is a plus, knowledge of Google Suite is preferred.
• Computer, laptop or desktop with a camera (8GB RAM, Corei5 Processor), with a noise-canceling headset. We cannot use chrome books, tablets, ipads, or cell phones as they are not compatible with our phone system. You will also need 2 monitors.
• Consistent power source; and reliable internet connection (25 Mbps, with a backup connection of 10 Mbps) in a quiet space that is free from distractions to work
• Preferred ISP/Internet providers are PLDT (#1) or Converge (#2)
• Back up power and internet supplies to ensure you are able to complete your full shift
• Willing to work US hours and weekends; and amenable to working in rotating shifts

• Work from the comfort of your own home
• $4.50-$6.50/hr. $4.50 USD base, but ability to earn up to an additional $2/hr in incentive pay.

We are looking for a detail-oriented Commercial Real Estate Analyst Assistant to work with our existing client. This role involves financial modeling, market research, and preparing reports to support our client's investment decisions.

Work Schedule: 9am - 6 pm EST (Monday - Friday)

Job Type: Fully-Remote

Key Responsibilities:

• Research real estate databases for comparable data, analyze the data, talk to people about the data externally (like brokers) and then write an analysis explaining/supporting their findings in detail.
• Analyze real estate investments, including acquisitions and developments.
• Create financial models to assess property performance and returns.
• Research market trends, property data, and comparable sales/rentals.
• Prepare reports and presentations for leadership and clients.
• Assist with due diligence, including reviewing leases and financial documents.

• Previous work experience as a Real Estate Analyst, or other roles.
• Degree in Engineering, Accounting, Finance, Math, Economics, or Real estate.
• Strong skills in Microsoft Excel and Word; financial modeling experience preferred.
• Analytical experience that can think independently
• Familiarity with filemaker pro and skills in internet searching
• Knowledge of real estate terms and metrics (e.g., cap rates, NOI, IRR).
• Great attention to detail and problem-solving skills.
• Clear communication skills, both written and verbal.

• Negotiable salary (depends on the experience)
• Week pay
• Work-from-home opportunities

• Manage and organize the submission/intake email inbox promptly, ensuring all incoming information is processed efficiently.

• Accurately input new submissions and contract details into Excel and Salesforce tracking systems.
• Review, analyze, and handle insurance contracts, ensuring they meet company and compliance standards.
• Set up submission folders in SharePoint and populate them with necessary documentation, including relevant contracts and supporting materials.
• Log and update bound business entries in our Accounts Workbook, maintaining a detailed record of contract status and compliance.
• Conduct daily reviews of the Accounts Workbook entries to ensure accuracy and consistency across all systems.
• Ensure uniformity and accuracy of data and contract information across all company platforms.
• Coordinate with team members for cross-referencing, verification of data, and contract analysis.
• Conduct KYC/AML and Adverse Media checks to uphold compliance with regulatory standards.
• Identify and implement opportunities to streamline data entry, contract analysis, and compliance procedures.
• Maintain comprehensive records and reports of processed submissions, contract activities, and compliance efforts.

• Minimum 2 years of data entry experience with a proven track record in a similar role.
• Exemplary organizational and time management skills with an ability to prioritize and manage tasks efficiently.
• Advanced proficiency in all Microsoft Office applications, particularly, Excel, Word, and SharePoint
• Ability to embrace change and swiftly grasp new processes and systems.
• Collaborative team player who can effectively engages with both internal and external stakeholders.
• Self-Motivated and ownership mindset with a demonstrated capabilities of handling multiple, sometimes conflicting, priorities.
• Exceptional attention to detail with a commitment to delivering work with precision and excellence.
• Excellent English proficiency and strong verbal and written communication skills.

Advantageous:

• Familiarity with Salesforce and executing administrative functions within the platform.
• Familiarity with technical insurance terminology and insurance company operational processes.
• Familiarity with analysing insurance contracts or other contract types, with an eye for detail and compliance

You will play a critical role in the delivery of world-class client support and are responsible for responding to technical and non-technical customer queries.  

We are looking for an enthusiastic, self-motivated individual with a technical or customer support background to expand our Product Specialist team. The successful candidate will possess very strong problem-solving and communication skills. They will thrive in a fast paced, team-oriented environment, and process the ability to manage multiple tasks simultaneously. This role is best suited for a self-starter who is comfortable working with internal and external customers.

Responsibilities: 

• Proactively support the Turnitin product line via primarily email, (sometimes phone & live chat), ensuring problem resolution, system access, and optimal system performance.
• Coordinate closely with Engineering and Product Management on all product issues & releases
• Develop positive customer and cultural relations.
• Assist in the translation, maintenance, and updating of technical documentation associated with the product line.
• Support other strategic initiatives as needed.
   

You will play a critical role in the delivery of world-class client support and are responsible for responding to technical and non-technical customer queries.  

We are looking for an enthusiastic, self-motivated individual with a technical or customer support background to expand our Product Specialist team. The successful candidate will possess very strong problem-solving and communication skills. They will thrive in a fast paced, team-oriented environment, and process the ability to manage multiple tasks simultaneously. This role is best suited for a self-starter who is comfortable working with internal and external customers.

• Proactively support the Turnitin product line via primarily email, (sometimes phone & live chat), ensuring problem resolution, system access, and optimal system performance.

• Coordinate closely with Engineering and Product Management on all product issues & releases

• Develop positive customer and cultural relations.

• Assist in the translation, maintenance, and updating of technical documentation associated with the product line.

• Support other strategic initiatives as needed.

First Circle, founded in 2016, offers SME financing and is dedicated to building smart banking solutions for businesses. We are a trusted partner of the Philippine government and the official Finance Partner of the Department of Trade and Industry (DTI). Additionally, we are a pioneer data provider to the Credit Information Corporation (CIC) and the very first FinTech company licensed by the Securities and Exchange Commission (SEC) in the Philippines. With a management team of ex-Morgan Stanley and ex-Bridgewater Associates executives, First Circle is focused on revolutionizing financial services in the region.

As the Payment Operations Analyst is a customer-facing role, you will be responsible for managing the entire payment processing workflow, ensuring accuracy, efficiency, and compliance throughout. You will also play a key role in optimizing payment systems and delivering exceptional client support.

Key Responsibilities:

• Oversee the entire payment processing cycle, ensuring all transactions are executed accurately and on time.
• Identify, monitor, and resolve discrepancies or issues related to payment transactions.
• Collaborate with cross-functional teams to enhance payment systems, workflows, and practices.
• Maintain detailed documentation of payment processes, ensuring compliance with regulatory and company standards.
• Provide exceptional client support, addressing inquiries, resolving issues, and ensuring smooth payment resolutions.
• Support the implementation of new payment methods and technological solutions to improve operational efficiency.
• Assist the Payment Operations Lead in preparing monthly reports and driving process improvements.
• Handle second-level verification for cheque verification and loan disbursement processes.

• Bachelor's degree in Business, Finance, Economics, or a related field with 1-2 years of experience in payment operations or financial services. Fresh graduates are welcome to apply.
• Strong analytical skills, with the ability to interpret and derive insights from data.
• Highly detail-oriented with strong organizational abilities.
• Proficient in Microsoft Excel, Google Sheets, and other analytical tools.
• Excellent communication and interpersonal skills, able to collaborate across teams.
• Capable of thriving in a fast-paced environment and managing multiple tasks simultaneously.
• A proactive problem solver with a strong sense of initiative.

• Hybrid work set-up: 1-2 days per week in our BGC office; remote the rest of the time.
• Additional perks & benefits including HMO coverage from day one, free catered lunches, MacBook Air provided, monthly fitness allowance, transportation & accommodation allowance, and more.
• Join a team with a deeply collaborative culture - expect support, feedback and friendship.

Our team is looking for an IT Compliance Support and this could be you! Apply now and be part of our Global Strategic team.

• Candidates must possess at least a bachelor’s degree in information technology or any related IT course.
• Good written and oral communication skills.
• Must have a strong knowledge of ISO, PCI-DSS, HIPAA, and SOC2 compliance
• Strong knowledge of information security best practices
• Excellent analytical and problem-solving skills, with a keen eye for details.
• Great at organizing, prioritizing, and multitasking
• Effective communication and interpersonal skills to collaborate.

Locations: Paragon Plaza L/G, 162 EDSA, Mandaluyong City, 1550 Metro Manila

To know more about us, you may visit Global Strategic Recruitment Facebook page or visit our website at www.GlobalStrategic.com

A LITTLE BIT ABOUT Boldr

• Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities worldwide.
• We are a global team, united by our desire to connect diverse people with shared values for boldr impact. 
• We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

LET’S START WITH OUR VALUES

• Meaningful connections start with AUTHENTICITY
• We do our best work by being CURIOUS
• We grow by remaining DYNAMIC
• Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE 
• At the heart of great partnerships, we’ll always find EMPATHY

WHAT IS YOUR ROLE

As a Technical Support Specialist, you will be responsible for interacting with customers to address inquiries and resolve complaints regarding the client’s products and services. In this position, you will collaborate with various teams in handling the customer's needs to provide excellent customer service promptly and professionally. 

WHY DO WE WANT YOU

We are looking for impact-driven individuals passionate about helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic, and Authentic.

WHAT YOU’LL DO

• Compose thoughtful, personalized responses to a variety of customer requests
• Triage incoming requests and spot trends in customer issues to flag for the wider team
• Interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism
• Log, manage, and follow up on all customer support tickets
• Perform problem-solving tasks, provide answers to product-related questions and troubleshooting and ensure that issues are properly documented, prioritized, tracked, and resolved
• Perform ad hoc tasks when requested by the client
• Proactively monitor the client’s dashboards and platforms and actively reach out to customers who need extra support with troubleshooting 
• Ensure proper and timely escalation of issues to meet internal and external expectations
• Identify opportunities and recommendations for continuous process improvement
• Deliver service excellence and maximize customer service and satisfaction
• Work with the external team to stay updated on product and service knowledge

WHAT WE’LL LIKE ABOUT YOU

YOU ARE...

• Curious and authentic, just like us! #beboldr 

• An analytical and critical thinker, with an eye for even the most minute of details
• Passionate about client satisfaction 

• Proactive and self-motivated

• Strongly interested in learning new ideas, processes, and unique requirements. On top of that, you’re willing to share your skills and talents with the team. 

• Amenable to work on rotating shifts

YOU HAVE…

• At least a bachelor’s degree in any field you’re passionate about!
• At least 3 years of working experience in Technical Support is required
• Excellent English communication skills
• Willingness to learn about how networks and IT technology behave and operate
• Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications 
• Excellent verbal and written communication skills
• An ability to understand and communicate complex ideas to customers, both verbally and in written form
• Aptitude to quickly learn and navigate new technology, systems, and applications
• Ability to accept feedback gracefully and with an open mind
• Customer orientation and ability to adapt/respond to different types of characters

• Health Insurance
• Training & Development
• HMO
• Paid Bereavement & Family Leave
• Maternity Leave
• Paternity Leave
• Paid Holidays
• Paid Vacation Leave
• Paid Sick Leave
• Solo/Single Parent Leave
• Special Leave Benefits for Women
• Mental Health Support

Top 3 Reasons To Join Us

• Competitive Salary
• 100% Remote
• Working on the latest tech for the Insurtech Market Leader

About Us

At CoverGo, our mission is to empower all insurance companies to make insurance 100% digital and accessible to everyone.

• We are a leading global no-code insurance platform for health, life, and P&C
• We’re the winner of the Insurtech of the Year in all of Asia and other awards globally
• We work with insurance enterprise clients such as AXA, Bupa, MSIG, Dai-ichi, Bank of China Group Insurance, and many more
• We're an international, diverse team of over 120 people with 30 nationalities and team members working remotely from all over the world
• We are fully funded and backed by reputable VC funds and strategic institutional investors
• We have a global presence in Asia, EMEA and the Americas
• We’ve grown our annualized revenue by over 30x since January 2021
• We’re constantly working towards making CoverGo a workplace that you love coming to. We deeply believe that bringing together a diversity of thoughts, expressions, and perspectives is key to building the best culture for equally diverse communities all over the world

What You Will Do:

• Work with clients and technical resources to identify their business problems and develop the right approach and analytical solution
• Plan and design simple to semi-complex business processes and system modifications
• Make recommendations to improve and support business activities
• Gather business requirements through a variety of techniques such as work sessions and interviews then analyze and document client complex business requirements and processes; communicate these requirements to appropriate parties
• Create complex test case scenarios to be used in testing; monitor/oversee the testing of business applications to verify that all client requirements are incorporated into the system design
• Develop business requirements documents/user stories to support the required modifications
• May plan, allocate and monitor work of other business analysts
• Understand simple to complex systems and related data to surface actionable insights, demonstrate sound judgment and decision-making skills
• Assist in providing time estimates for project related tasks
• Aid in updating process and procedural documentation
• Develop basic understanding of technical development cycle of mobile application or web portals
• Support QA, UAT and Release phases of the project via defect analysis, change maintenance, etc.
• Any other task that may be assigned

What We Need:

• Minimum 5 years of experience as Business Analyst
• A degree in Business, IT or any relevant field
• Previous experience working in the insurance industry is required (Insurtech or health insurance experience is preferred)
• Health Insurance-related domain certification from INS/LOMA or III is an added advantage
• Knowledge of business analysis concepts of defining requirements, translating to technical solutions, and Agile approach to prioritizing work to epics, sprints
• Business analysis skills including facilitation, process documentation, requirements gathering and user acceptance testing
• Good organizational/time management skills to prioritize work and meet deadlines within defined timeframes
• Experience in an Agile and/or Scrum environment is a must
• Basic knowledge in generating process documentation, and document system functionality, data integration, and workflow
• Excellent written and verbal communication skills in English
• Technical writing skills are a plus

Why You'll Love Working Here

• Fully Remote
• Flexible Leave
• International Environment
• Competitive renumeration package
• Performance Bonus
• Stock Options after 6 months
• Company activities and events
• Learning and development plan
• Remote work allowance

CoverGo Company Video

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A LITTLE BIT ABOUT Boldr

• Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities worldwide.
• We are a global team, united by our desire to connect diverse people with shared values for boldr impact. 
• We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

LET’S START WITH OUR VALUES

• Meaningful connections start with AUTHENTICITY
• We do our best work by being CURIOUS
• We grow by remaining DYNAMIC
• Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE 
• At the heart of great partnerships, we’ll always find EMPATHY

WHAT IS YOUR ROLE

As a Technical Support Specialist, you will be responsible for interacting with customers to address inquiries and resolve complaints regarding the client’s products and services. In this position, you will collaborate with various teams in handling the customer's needs to provide excellent customer service promptly and professionally. 

WHY DO WE WANT YOU

We are looking for impact-driven individuals passionate about helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic, and Authentic.

WHAT YOU’LL DO

• Compose thoughtful, personalized responses to a variety of customer requests
• Triage incoming requests and spot trends in customer issues to flag for the wider team
• Interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism
• Log, manage, and follow up on all customer support tickets
• Perform problem-solving tasks, provide answers to product-related questions and troubleshooting and ensure that issues are properly documented, prioritized, tracked, and resolved
• Perform ad hoc tasks when requested by the client
• Proactively monitor the client’s dashboards and platforms and actively reach out to customers who need extra support with troubleshooting 
• Ensure proper and timely escalation of issues to meet internal and external expectations
• Identify opportunities and recommendations for continuous process improvement
• Deliver service excellence and maximize customer service and satisfaction
• Work with the external team to stay updated on product and service knowledge

WHAT WE’LL LIKE ABOUT YOU

YOU ARE...

• Curious and authentic, just like us! #beboldr 

• An analytical and critical thinker, with an eye for even the most minute of details
• Passionate about client satisfaction 

• Proactive and self-motivated

• Strongly interested in learning new ideas, processes, and unique requirements. On top of that, you’re willing to share your skills and talents with the team. 

• Amenable to work on rotating shifts

YOU HAVE…

• At least a bachelor’s degree in any field you’re passionate about!
• At least 3 years of working experience in Technical Support is required
• Excellent English communication skills
• Willingness to learn about how networks and IT technology behave and operate
• Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications 
• Excellent verbal and written communication skills
• An ability to understand and communicate complex ideas to customers, both verbally and in written form
• Aptitude to quickly learn and navigate new technology, systems, and applications
• Ability to accept feedback gracefully and with an open mind
• Customer orientation and ability to adapt/respond to different types of characters

• Health Insurance
• Training & Development
• HMO
• Paid Bereavement & Family Leave
• Maternity Leave
• Paternity Leave
• Paid Holidays
• Paid Vacation Leave
• Paid Sick Leave
• Solo/Single Parent Leave
• Special Leave Benefits for Women
• Mental Health Support

A LITTLE BIT ABOUT Boldr

• Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world.
• We are a global team, united by our desire to connect diverse people with common values for boldr impact. 
• We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

LET’S START WITH OUR VALUES

• Meaningful connections start with AUTHENTICITY
• We do our best work by being CURIOUS
• We grow by remaining DYNAMIC
• Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE 
• At the heart of great partnerships we’ll always find EMPATHY

WHAT IS YOUR ROLE

As the Tech Team Captain, you are responsible for the day-to-day management of your team. You will serve as a point of escalation for issues outside the authority of an agent, as well as coordinate with clients from time to time. 

You will ensure the smooth functioning of technical operations, monitor and evaluate staff progress, assist with training and recruitment, set goals, and ensure overall client satisfaction. You will work with software or engineering teams.

WHY DO WE WANT YOU

We are on the lookout for impact-driven, life-long learners who are passionate in helping Boldr grow and achieve our Purpose. We expect our team to become our ultimate partners in success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic and Authentic. 

WHAT WILL YOU DO

People Development

• Identify growth and development opportunities for team members to enable career progression and self-development
• Monitor and assess team members’ performance, and provide timely feedback through regular coaching through the Employee Discussion Log and Quarterly Performance Appraisals
• QA Audits to ensure performance is met
• Helps in culture building particularly in embracing our Core Values and exemplifying what a Boldr leader should be

Team Management

• Monitor attendance and people concerns of all team members, coordinating closely with the HR Team for disciplinary cases

• Ensure that team members are properly trained and working consistently to meet client needs
• Ensure that the team meets company and client-specific KPI targets through product/service training
• Determining project requirements and developing work schedules for the team.
• Delegating tasks and achieving daily, weekly, and monthly goals.
• Liaising with team members, management, and clients to ensure projects are completed to standard.

Internal Coordination

• Identifying risks and forming contingency plans as soon as possible.
• Analyzing existing operations and scheduling training sessions and meetings to discuss improvements.
• Keeping up-to-date with industry trends and developments.
• Updating work schedules and performing troubleshooting as required.
• Motivating staff and creating a space where they can ask questions and voice their concerns.
• Being transparent with the team about challenges, failures, and successes.

External Communications

• Be familiar with the client’s key contacts, unique requirements, and operating processes
• Demonstrate mastery on the company and client’s offerings (i.e. its product and services)
• Understand, investigate, and solve any complex client requests or complaints
• Identify opportunities for continuous improvement and scaling growth.
• Writing progress reports and delivering presentations to the relevant stakeholders.

WHAT WE’LL LIKE ABOUT YOU

 YOU ARE…

• Passionate about developing people and scaling teams
• Excited about learning and developing relationships with clients
• Analytical and a problem solver
• Fluent and articulate with strong writing skills and clear presentation abilities - persuasive but empathetic
• Able to multitask and prioritize
• Adaptable to change and attentive to detail
• Able to work well in a team environment
• Able to reduce frustration on heated topics by being solutions-oriented
• Able to handle conflict and pressure, to set priorities and abide by them, and to consistently maintain a positive client service image under difficult conditions

YOU HAVE…

• Bachelor’s degree in computer science, engineering, or a related field.
• Relevant Management certification may be required.
• Experience in a similar role would be advantageous.
• Excellent technical, diagnostic, and troubleshooting skills.
• Strong leadership and organizational abilities.
• Willingness to build professional relationships with staff and clients.
• Excellent communication, motivational, and interpersonal skills.
• Desire to teach new customers about the platform.
• Ability to answer product and technical questions.
• Comfort working independently, given time zone differences.
• Familiarity with  APIs, email infrastructure, DNS, HTML, CSS, and javascript.
• Nice to have experience with JIRA or Zendesk.
• Nice to have previous experience in a B2B technical support role at a SaaS company.
• Nice to have experience with email, push, or SMS platforms.

• Health Insurance
• Training & Development
• HMO
• Paid Bereavement & Family Leave
• Maternity Leave
• Paternity Leave
• Paid Holidays
• Paid Vacation Leave
• Paid Sick Leave
• Solo/Single Parent Leave
• Special Leave Benefits for Women
• Mental Health Support

A LITTLE BIT ABOUT Boldr

• Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world.
• We are a global team, united by our desire to connect diverse people with common values for boldr impact. 
• We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

LET’S START WITH OUR VALUES

• Meaningful connections start with AUTHENTICITY
• We do our best work by being CURIOUS
• We grow by remaining DYNAMIC
• Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE 
• At the heart of great partnerships we’ll always find EMPATHY

WHAT IS YOUR ROLE

We are looking for a Support Engineer to help provide unparalleled support and guidance to

customers. You will quickly and effectively resolve complex customer inquiries that arise with our

solutions, investigating and troubleshooting using your knowledge of SQL and the product. You

will have a passion for data, and understanding the product, thus enabling you to swiftly and

easily articulate solutions to our customers, and cross-functional teams clearly and concisely,

adapting our tone to ensure we provide the most human technical support possible. You will also

clearly be able to identify, own, and escalate bugs that hinder the customer from performing

mission-critical work.

You'll also help to build and improve processes as a team, helping to develop internal

dashboards, define the process for in-depth investigations, and repeatable sleuthing protocol to

help scale customer support function as Boldr continues to grow its customer base. You have

support experience and a love of problem-solving.

WHY DO WE WANT YOU

We are currently looking for impact-driven individuals who are passionate in helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic and Authentic.

WHAT WILL YOU DO

• Resolve tickets with clear, concise, empathetic communication, helping to identify, debug, and escalate higher priority issues to level two Support Engineers, engineering, account management, and product teams.
• Find trends, bugs, and deep dive for root causes, by championing resolutions for our customersʼ mission-critical work.
• Monitor alerts by resolving them and mitigating customer-facing issues.
• Be actively involved in high-urgency incidents push for a resolution to meet our customer's SLAs, and advocate for resolutions of our customer's mission-critical issues.
• Work actively on higher-priority issues, and engineer accurate solutions for our customers
• Push for the complete, satisfying resolution of customer issues by following up with engineers internally, requesting updates from customers, and closing the loop with the original reporter
• Conduct continuous ticket quality assurance, reflecting on your own, and your peers' resolution effectiveness.
• Investigate complex customer problems involving data integrity, data feeds, and machine learning, to improve both the customer experience and the product, driving the company mission to reduce food waste.
• Help to build and improve upon Boldrʼs debugging, triaging, and escalation protocol, including creating dashboards and repeatable queries intended to make common SQL analyses more efficient.
• Deeply understand Boldr's customers' needs, and how Boldrʼs different Partners' needs differ, delighting customers and serving as the voice of the customer back to Boldr.
• Grow with the organization and Boldrʼs needs as a team, potentially specializing in specific Partner needs, and/or helping to build out the team by training future teammates.
  

WHAT WE’LL LIKE ABOUT YOU

YOU ARE...

• Curious and authentic, just like us! #beboldr 
• Able to complete regularly scheduled reports
• Able to motivate the team to meet the daily targets
• Committed to excellent client service
• Willing to work on different shifts
• Very keen on details
• Upbeat and Energetic

YOU HAVE…

• 2+ years of experience as a Support Engineer, data analyst, application specialist, or similar role. (Required)
• 2+ years of experience working with complex databases and SQL, both writing and understanding queries, and familiarity with data stores and databases. This role is SQL-heavy. (Required)
• BSc IT/Computer Science or similar. (Required)
• Strong understanding of how to write and articulate complex solutions to non-technical individuals, by being concise and having a clear understanding of tone, and grammar.
• Clear, concise, empathetic, writing skills and exceptional communication skills with the ability to internalize customers' feedback and effectively advocate for their needs using data.
• Experience handling high-urgency, high-priority incidents with a quick, decisive, and kind demeanor under pressure.
• Strong strategic and analytical skills with exceptional execution and problem-solving capabilities.
• Acute attention to detail and resourcefulness; you live for the thrill of connecting the dots.
• An uncanny ability to identify patterns and trends in tickets.
• Strong understanding of data, and database structures.
• Organized and self-motivated tendencies, and are comfortable operating within ambiguity.
• Experience in retail/supply chain or grocery is strongly preferred, but not required.

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

The primary focus of this role is leading a team of Technical Support Representatives as they assist Tier 1 Support to ensure the successful support of the Turnitin user base and the continuous improvement of team capabilities and performance.

Key Responsibilities and Outputs:

• Manage own time effectively to ensure that leadership duties are carried out, while also maintaining a reasonable volume of case work.
• Lead by example in case quality.
• Proactively support users of the Turnitin products (administrators, instructors, teaching assistants, exam takers and proctors) ensuring problem resolution, system access, optimal system performance, and overall customer satisfaction.
• Become a Subject Matter Expert on all Turnitin Assessment Products and services while expanding knowledge on the Tii various product lines.
• Manage team performance individually and collectively, by agreeing on clear goals and targets, reviewing performance formally and informally, giving feedback, course correction, motivation and recognition.
• Ensure your team is following Turnitin’s operating procedures and collaborate with support leadership to drive solutions through  knowledge sharing.
• Enable the development of individual team members, delivering coaching and guidance as needed to enable them to achieve their full potential.
• Provide quality feedback to direct reports, based on output from the Quality and Knowledge team.
• Deliver regular 1-1’s to team members, providing structured feedback and guidance on areas for improvement.
• Collaborate with internal teams (e.g. BPO Operations, Tier 3, Product, Development, etc.) to improve customer experience.
• Be the first to identify issues and trends with our support leadership and tier 3 teams to understand issues/trends.
• Review top issues monthly for external education and ticket reduction.
• Support the Quality and Knowledge team with the creation of training modules.
• Take part in recruitment activity for the team as required.
• Develop an awareness of the business strategy and culture and ensure that this is reinforced within the team.
• Responsible for team scheduling to ensure that appropriate staffing is available 24x7 based on case arrival patterns and historical trends. 
• Manage queues for tickets and channels for customer interaction to ensure the team’s timely response and overall engagement. 
• Provide support with client escalations and incident response.
• Actively own and progress in personal development.
• Review top issues monthly for external education and ticket reduction.

HICX is a leading worldwide provider of enterprise SaaS solutions for digital supplier management. Learn more about HICX

We are looking for a Junior Technical Support Analyst to assist our customers with issues they encounter, when using our products and services.

The Junior Technical Support Analyst is the first contact point for our customers, and plays a vital role ensuring requests are handled efficiently, and escalated to the correct team for further analysis. As you progress in the role your responsibilities will expand to include resolving customer queries, recommending solutions and guiding product users through features and functionalities.

You will start in Level 1 support where you will learn on the job about our systems and our processes. After 6-9 months you will then move into Level 2 support, where you will begin to specialise in specific parts of the system, and continue to provide the best possible support to our customers.

This role would suit a recent STEM graduate or someone with 1-3 years of experience in a similar support role. We are looking for people who are passionate about what we do, have a genuine interest in data, and are committed to a long term relationship with us. In return for this we will support you with on-going training and career development.

If you are keen to join a company in an exciting stage of growth, where opportunities are only limited by your ambition, apply now.

Responsibilities

• Review, triage and respond to customer queries in a timely and accurate way, via the help desk tool or by email
• Identify customer needs and help customers use specific features
• Assist Level 2 support on periodic status calls with our customers
• Analyse and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Document customer-specific processes
• Follow up with customers to ensure their technical issues are resolved
• Maintain weekly reports on customer inquiries, responses and feedback so as to develop customer service analytics and trends
• Gather customer feedback and share with our Customer Success, Engineering and Product Teams

• 1-3 years of experience in a Technical Support Specialist role, or business savvy and confident recent STEM graduate (BSc in Information Technology or relevant diploma is a plus)

• Work experience in the software industry
• Ability to quickly analyze and understand complex technical issues and break them down into smaller work packages
• Experience using help desk software (JIRA), documentation tools (Confluence), and other remote support tools
• Excellent communication and problem-solving skills
• Patience when handling tough cases is a must
• Multi-tasking abilities
• Applicants must be willing to work on a shifting schedule to support clients across different time zones.
• SQL or PostGres skills is a plus

• Work from anywhere - we are a fully remote company and we never place restrictions on locations.
• Flexible PTO - We offer 18 days of paid holiday per year + Public Holidays.
• Connect and socialize with the team during our company socials and off-site events.
• We celebrate special occasions with you - like your birthday! Additional PTO for all employees during their birthdays.
• Receive Competitive Pay - Our team makes sure to provide a highly competitive rate based on your skills and location.
• Work with a diverse, international team.
• Tons of amazing career opportunities in a fast-growing in-demand industry.

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.

What You Will Be Doing

• Monitor agents on various channels such as Voice and Offline tickets in Spanish/English

• Coach agents on a regular basis discussing performance, strengths and AFI’s.

• Schedule calibration sessions with Operations and leadership team and create a platform for addressing service desk concerns.

• Conduct analysis on QA and CSAT performance through weekly and monthly reports.

• Identify process improvement ideas derived from QA evaluations, onshore feedback and client complaints.

• Collaborate with stakeholders on items needing assistance such as KB updating, training gaps and performance management.

• Meets standards of job, such as quality standards, adherence to average handling time, attendance and timekeeping

• Analyzes and resolves incidents, problems or known errors related to failures in application or any escalations received

• User maintenance on a variety of systems using strict logical access procedures.

• Carry out auditing and operational review activities to ensure FIS remains compliant.

• Participate in team projects that enhance the quality or efficiency of the Service Desk.

• Leading conference calls with internal support teams to set and manage expectations, to provide status updates on outstanding incidents, and to discuss forthcoming environment changes.

• Updating operational and technical documentation together with product user guides as required by process or Quality

• Work within the scheme compliance and regulatory frameworks.

What You Will Bring

• Proficiency in the Spanish Language (Verbal and Written).

• Experience in Quality Assurance and IT Service Desk is a plus but not required.

• Experience in IT Operations (Tech Support) is also a plus

• Amenable to work on a night shift (core hours: 9pm to 6am)

• Amenable to work on a hybrid setup (up to twice a week onsite). Office location is at Ecoplaza Bldg, Magallanes, Makati City (near Magallanes MRT Station, EDSA)

• College undergraduates with relevant work experiences are welcome to apply

What We Offer:

• A competitive salary and benefits, including HMO on Day 1

• Great workspaces with dedicated and motivated colleagues

• A variety of career development tools, resources, and opportunities

• Work for an organization that champions Inclusion and Diversity and Women in Technology

#LI-JO1

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 Eightx

We provide Fractional CFO services for fast-growing eCommerce Brands and Agencies from Canada, the United States and the United Kingdom with one goal in mind:

To help eCommerce business owners scale their businesses with more cash and less stress.

This requires a broad range of skills including financial modelling, risk management, understanding of US/Canadian GAAP, financing, audit, investor relations and more.

We are small but growing fast which means you will get the chance to specialize and grow into future roles such as Finance Manager or VP Finance.

Lastly, as you might expect of a finance company, we work really hard when we need to, but we don’t work hard just for the sake of it. We don’t miss our kids’ concerts, we work out during the day and we usually sign off early on Fridays.

About the position

We are among the best in the world at what we do, and we hire elite staff to provide incredible service.

You’re an Elite and Enthusiastic financial modeller and analyst. The work you do helps people truly unplug on vacation, have more time with their kids and get back to enjoying running their businesses.

You will be assisting a portfolio of clients around the world with financial modeling, budgeting, cash flow forecasting, scenario planning, variance analysis and more.

You will help with market research and trend analysis to give our clients ideas on how to improve their operations, financial structure and operating results.

You will build 3-statement financial models from the ground up, then run and adjust them every month according to client’s actual results.

You will be working in a wide range of tech/software platforms including Shopify, Quickbooks Online, Xero, Google Sheets, Google Docs, Glew.io, Amazon Seller/Vendor, Rippling, Gusto and more.

Time Zone

• You will work in Vancouver, Canada or Toronto, Canada time zone

Financial Modelling

We build forecasts that are realistic, robust and useful for decision-making.

• Build 3-statement, dynamic financial models
• Every month (minimum) adjust the models and communicate potential issues to clients, CFOs, etc.
• Collect data on scenarios to analyze in the model
• Perform market research to make the models even more realistic

Financial Reporting

We look backward so we can look forward to manage cashflow and mitigate risk.

• Monthly financial reporting package with analysis and commentary
• Creating and updating KPI dashboards
• Creating and updating 3-statement financial forecasts
• Cash flow monitoring and forecasting
• Updating Board and Investor reporting decks

What you must have

• You are a Microsoft Excel expert
• You are incredibly fast at building, updating and troubleshooting financial models
• You understand North American accounting principles
• You are self motivated
• You can use judgement and creativity to solve problems
• You are happy to work in a fast-paced environment
• You take ownership of your work and mistakes
• You are comfortable not knowing everything. You can use your professional skills to make inferences to move projects along.

Your experience and education

• You have a Bachelors Degree
• You have a professional designation or Masters Degree (CPA, CA, MFin, MSc)
• You have 5+ years experience as a financial analyst

The interview process

1) Application

2) Short online pre-screen (10mins)

3) 15min Phone Interview

4) Online assessment (20mins)

5) 30min Interview with CEO

6) Case study

7) Offer

• Full-time, competitive salary
• Flexible working hours
• Remote work (work from wherever you want. Last year, a team member worked from Boracay for two weeks)
• 20 days of PTO and all National Holidays
• Company-wide shut off during the week between Christmas and New Year's

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.

Job Summary

Provide support to key EMEA clients, vendors, and internal stakeholders primarily via our ticketing system (ServiceNow), email and outbound calls.

This position involves adding value towards Incident progression/resolution, request fulfilment and will also require an element of data reconciliation capability.

A Service Desk Analyst will perform accurate ticket triage and resolve at first line of contact where possible, supporting Incidents and queries or quickly escalating to the correct support team.

There is also a wide range of user fulfilment, including but not limited to, Password Resets, User Access Administration and Access control.

What you will be doing

• Monitor agents on various channels such as Voice and Offline tickets.

• Coach agents on a regular basis discussing performance, strengths and AFI’s.

• Schedule calibration sessions with Operations and leadership team and create a platform for addressing service desk concerns.

• Conduct analysis on QA and CAT performance through weekly and monthly reports.

• Identify process improvement ideas derived from QA evaluations, onshore feedback and client complaints.

• Collaborate with stakeholders on items needing assistance such as KB updation, training gaps and performance management.

• First point of contact for circa 150 clients, internal IT and business users of IT services.

• First line ticket handling (Incidents & Requests) including triage and troubleshooting, resolution where possible and assignment where required to 2nd/3rd line support teams and third parties.

• Ticket ownership which includes keeping clients and users informed of progress, tracking and escalating issues as necessary.

• Daily operational tasks (e.g. mainframe checks, SQL queries, data reconciliation).

• Provide English language service by phone and email.

• When unable to resolve incidents/requests efficiently, able to confidently escalate to appropriate resource. Follows up on escalated issues with coaching and mentoring to learn appropriate solution and expand overall knowledge and document into the knowledge base for the wider team.

• Full end to end Access Control including Password Resets, Unlocks and User Administration.

• Track and update tickets to the clients SLA’s and internal OLA’s

• Meets standards of job, such as quality standards, adherence to average handling time, attendance and timekeeping

• Analyzes and resolves incidents, problems or known errors related to failures in application and supporting software components.

• Work a multi-client, multi-line of business mailbox ensuring that emails are worked quickly, accurately and within KPIs

• Provides technical support activities for a software production processing environment

• Uses appropriate diagnostic tools to isolate and resolve incidents, problems or known errors.

• Asks probing questions to gather relevant information on routine and complex calls.

• Uses effective listening skills to develop understanding of client questions or issues.

• Maintains passwords, data integrity and file system security for a variety of applications

• Communicates highly technical information to both technical and nontechnical personnel.

• Troubleshoots Client/Vendor Incident and request, identifies the root cause of them and uses tools and resources appropriately to determine how to resolve customer problems

• Requires the ability to establish and maintain effective working relationships with all levels of management (internally/externally), employees, clients and public

• Good organizational skills and ability to handle multiple tasks and meet deadlines

• Ability to utilize judgment in decision making process and decisions related to job tasks

• General business skills, industry knowledge, financial management and planning skills

• Team skills, including the ability to establish and maintain effective working relationships with teams based in other locations

• Documents, tracks and monitors client incidents in ticketing system to ensure a timely resolution.

• Prioritizes and escalates support incidents and requests based on business impact and documented guidelines.

• Communicate confidently with clients and internal users using Microsoft Teams, email and software tools.

• First line ticket handling (Incidents & Requests) including triage and troubleshooting, resolution where possible and assignment where required to 2nd/3rd line support teams and third parties.

• Enhanced first line skills such as interrogation of logs for errors, understanding how applications interface in a complex environment.

• Good understanding of IT Infrastructure, hosted systems and Active Directory.

• Track and progress all tickets to resolution, including taking responsibility for the issue and following escalation and handover procedures within SLA timescales to the required standard.

• Carry out system checks and notify support teams of problems.

• Improve or maintain existing procedures within our ServiceNow knowledge base.

• User maintenance on a variety of systems using strict logical access procedures.

• Carry out auditing and operational review activities to ensure FIS remains compliant.

• Participate in team projects that enhance the quality or efficiency of the Service Desk.

• Leading conference calls with internal support teams to set and manage expectations, to provide status updates on outstanding incidents, and to discuss forthcoming environment changes.

• Updating operational and technical documentation together with product user guides as required.

• Work within the scheme compliance and regulatory frameworks.

What you bring

• At least 1 year of work experience

• Ability to work both independently and in a team environment

• Use of Incident/Service request tooling, ServiceNow preferable but not essential

• Excellent customer service skills that build high levels of customer satisfaction

• Good oral and written communication skills in English including documentation writing.

• Educated to at least GCSE English Grade A-C.

• Experience in MS Office and using basic software applications.

• Experienced in 1st line support with previous exposure to a call logging system is preferred

• E.g. Service Desk experience or similar (Help Desk, Call Centre, IT Operations).

• Some knowledge of ITIL Service Desk and Incident Management.

• Good attention to detail and ability to extract the relevant information from callers.

• Good analytical skills.

• Knowledge of the card payments industry preferred

• Transaction Processing and Banking

• Offline Ticket Handling

• Triage skills

What we offer you

• A competitive salary and benefits.

• Great workspaces with dedicated and motivated colleagues.

• A variety of career development tools, resources and opportunities.

#LI-CV1

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

Working as a member of the Support Operations Team, this role will provide day-to-day support, maintenance and implementation of new features across multiple channels and brands in our Zendesk instance.  You will play a pivotal role in the ongoing success of our  Support Teams and the wider Customer Experience function through the implementation and ownership of customer focused processes, systems management and reporting, whilst promoting consistency and the adoption of best practice. You will work closely with key stakeholders to develop and refine workflows to meet the needs of both the Support Team and the wider Customer Experience team through accurate reporting and change management, with a customer centric lens on all of the work completed within the team.

Collaborating across multiple functions including our Systems, Engineering and Go to Market Teams, you will ensure we are able to report on the success of our Customer Experience teams, and keep customers informed of our system health via Status Page and degradation reporting.

Responsibilities: 
Maintenance and optimisation of Turnitin’s Zendesk instance

• Review Triggers, Automations, Views and Macro’s, ensuring that these are up to date, and retired as needed

• Build workflows include capturing relevant analytics that can be used for driving process improvement, measuring agent performance, and enhancing end-user experience

• Provide support for Zendesk end users internal to Turnitin when they have requests or service issues that they’re encountering

Work with Zendesk Support, Turnitin Systems Team and Third Party Vendors

• Work with Zendesk support as needed to understand any service issues, system needs and support requests that can’t be handled in house

• Perform upgrades and configurations as required on the different support channels offered through Zendesk including email and messaging

• Provide operations support within Zendesk, working through feature requests, updates, and maintenance of Zendesk

• Provide support for new feature deployments, internal testing, and rollout of changes across all departments

Management of Turnitin’s Zendesk account

• Audit user permissions on a monthly basis, ensuring that we are tracking against forecast on our flexible licensing model, and users who are not actively utilising their accounts are downgraded

• Review access requests for both agents and members of other teams across the business, ensuring that the correct roles are access are provided, without incurring unnecessary costs

• Partner with leadership and peers to develop and maintain Zendesk policies and processes, ensuring that Standard Operating Procedures are produced and maintained at a regular cadence.

Reporting

• Design, deliver and maintain technical monitoring reports and dashboards, across multiple systems, to ensure that our Support Teams and the wider Customer Experience organisation have the visibility to serve our customers in an informed and proactive manner

• Contribute to the P0 process and subsequent postmortem and degradation report activity, ensuring that customer impact analysis is available

• Ownership of public facing system monitoring tools (statuspage) from a Customer Experience perspective, always operating with a customer centric mentality