OVERVIEW:

As the Trading Support Analyst, you will be responsible for the day to day communications for the entire Support process from initial query to resolution for our B2B clients.

THE CHALLENGE:

• To ensure that trading related customer queries are dealt with in a fast and efficient manner and to the highest possible standard.
• Provide ongoing QA of the Support process to management.
• Regular liaison with the Trading Services department to ensure best practice is achieved at all times –  report key issues and product extensions to drive improvement in the pre-match and MTS products.
• Liaising with traders across our global offices to ensure client queries are answered in a timely manner – build an in-depth knowledge of different team’s responsibilities.
• Escalation of internal/external technical issues and following this throughout it's life-cycle.
• Supporting the Daily Risk and Odds Management of our Trading Products.

The Customer Care Support will be part of our extraordinary Customer Support team where you will be responsible for supporting card holders’ needs on a variety of Visa products via inbound phone calls. You will complete work according to well-defined policies and procedures while delivering a positive customer interaction. We look for individuals who enjoy working in an environment that is as fun as it is challenging and can ensure that our customers receive world-class service. This position is located in Pasay, NCR, Philippines.

SPECIFIC RESPONSIBILITIES WILL INCLUDE

• Demonstrate consistent, reliable attendance by showing up for work as scheduled with a positive, enthusiastic attitude.
• Respond to incoming customer requests quickly, proficiently, and professionally while meeting specific quality expectations.
• Actively listen and probe to figure out nature of each call and determine the appropriate actions to complete the call.
• Multi-task across several computer programs to respond to customer inquiries.
• Utilize all tools to properly support, action and document all related questions and needs.
• Accurately update and maintain cardholder data in appropriate databases.
• Collaborate with peers to help cardholders, provide thought-leadership, and inspire both customers and peers in a diverse business environment.
• Compliance to Key Control and other policies, including maintaining confidentiality in our secure environment.
• Manage sensitive data
• Maintain confidentiality
• Flexible in the event of schedule change requirement - willingness to work a flexible schedule to include weekends, possible holidays and overtime when needed.
• Willing to Work On-site

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Job Description

• Assist in requirements analysis and solutions design.
• Assist in project management deliverables (network matrix, implementation plan, etc.)
• Provide configuration, and administration support for one or more of the following platforms: a.) Microsoft 365 b.) AWS c.) JumpCloud d.) CrowdStrike e.) Slack f.) Atlassian g.) Docusign h.) ProofPoint. i.) GlobalSign
• Assist in Knowledge Transfer for the implemented solutions.
• Work with Security Governance Team to ensure compliance with Cybersecurity-related regulations and industry standards.

Minimum Qualifications

• Strong analytical and planning skills;
• Good communication and presentation skills;
• Excellent problem-solving skills;
• Knowledge in cyber security-related duties such as incident detection and response, and forensics;
• Up to date knowledge of the latest cybersecurity trends
• Knowledge and experience in the following:

Microsoft 365
AWS
JumpCloud
CrowdStrike
Slack
Atlassian
Docusign
ProofPoint
GlobalSign

• Experience in CrowdStrike is an advantage
• With experience in Incident Response
• Willing to work FULLY ONSITE

• The Tier 2 Analyst, Global HR Technology Services will be a key contributor in stabilizing and enhancing our Workday support steady-state operations.
• The successful candidate will be in the frontlines of our support to HR users from all 5 regions where SGS has a presence and will partner with our in-house Global HR Technology Team in the design, configuration, testing and deployment of Workday.
• Jumping off from our successful global implementation of Workday, the successful candidate will join our team who delivers Tier 2 Workday services to SGS. Accountabilities will include:
  • Handles support escalations from Tier 1 (local/regional super users). Manages incidents to ensure excellent customer service and quality incident management data for continuous improvement.
  • Executes mass upload of data using EIB including testing and deployment.
  • Configures recurring and/or simple setup values
  • Stands as an SME for the use of Workday by answering regular how-to questions.
• Supports functional analysts with Workday configuration, testing and reporting.
• Supports the Global HR Technology Services Manager with maintenance of documentation and continuous improvement of services.

Shift Assignment: Night Shift

The Support Analyst provides end-user support in creating documentation for recurring tasks as well as assisting the team in setting up user accounts. This person diagnoses, troubleshoots and resolves basic and moderate technical problems. This person operates under defined processes and procedures and makes decisions regarding short-term priorities and work activities requiring interpretation of guidelines, policies and procedures. The Support Analyst will work closely with our Helpdesk, Desktop Technology, and ATS teams in supporting users in general IT problems.  This is a Night Shift role.

• Performing day-to-day support work for the company’s end users.
• Creating and deleting user accounts
• Assisting with Ad Hoc projects and backup support for the US Support team

What an Analyst in Loyalty Technical Solutions does at Visa:

As an Analyst, you will be a member of a team of highly motivated experts who specialize in Visa’s loyalty systems and solutions. You will leverage our capability to deliver strategic and innovative solutions for new campaign offerings and provide superior post-launch account management activities for our AP clients.

In this role, you are expected to:

• Foster close partnership and collaboration with key internal groups such as Product, Technology, Sales and Client account teams to deliver growth objectives, meet client and stakeholder needs 
• Communicate and engage with diverse functional stakeholders throughout service delivery
• Embrace and implement new methodologies on an ongoing basis as the business scales within the organization
• Influence decision makers at staff, senior & executive management levels within Client & Visa organizations through a combination of negotiation & consultative output
• Use technical expertise blended with business acumen to solve complex problems
• Act as the primary point of contact, coordinating and communicating the resolution of key client incidents or problems
• Be the subject matter expert by leveraging deep knowledge of client pain points and creative problem-solving skills to propose potential enhancements and solutions

Why this is important to Visa:

As an Analyst, you play a pivotal role in ensuring that you and your team are fully capable and confident of implementing campaigns that are completed timely, cost effectively, accurately and reliably.

This role provides you an excellent opportunity to deepen client partnerships by driving value to our clients, and delivering and optimizing services that will help grow their business.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

The Technical Support Representative, Tier 2 team assists the Tier 1 Support team by liaising between Support, Development, and Product teams. These experts are part of the technical leaders within the Assessment Delivery Operations and Support department (ADOS), providing regular feedback and updates on our client's issues with the product to both the internal ADOS Technical Support team and internal stakeholders. Similar to the Tier 1 team, the Tier 2 team works to establish if reported bugs are reproducible and create detailed escalations for Tier 3 by gathering logs and providing imperative information surrounding the issue.

Armed with this knowledge, these experts act as an informal escalation point for any questions the broader support may have about our products. Liaising with Tier 3, they give proactive feedback and input to Product, Internal Support, and Quality and Knowledge teams to improve the support we deliver to our customers. This role explicitly provides a high level of responsibility, being the first internal point of contact on our products and a Technical Support representative for customers externally and colleagues internally. Together with their fellow Tier 2 colleagues, they report issues and identify bugs for escalation to our Tier 3 engineers.

Key Responsibilities and Outputs:

• Be available to receive live daily calls, emails and chats to Triage, and action escalations from Tier 1
• Provide world-class technical support via telephone, email, and chat for Turnitin customers experiencing escalated technical issues
• Maintain consistent ticket quality, achieving the agreed-upon target for monthly reviews
• 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 happiness
• Become a Subject Matter Expert on all Turnitin Assessment Products and services
• Attend Stand-Up meetings with support leadership teams to provide meaningful input from our customers
• Be the first to identify issues and trends with our support leadership and tier 3 teams to understand issues/trends
• Share your knowledge across the team through informal training and team meetings & stand-ups
• Supporting the Quality and Knowledge team with the creation of training modules
• Point of contact for shadowing new Tier 2 team members
• Project work during quieter spells to improve team knowledge and processes
• Prioritize escalated tickets to the Tier 3 team
• Ensure efficient transfer of information between Tier 1 and support leadership teams
• Work closely with our Integrations Team
• Review top issues monthly for external education and ticket reduction

People skills:

• Translate technical information into customer-friendly explanations and understandable terms for the Client, Technical Support Team and other departments at Tii
• Recognizing situations that need to be de-escalated or resolved appropriately
• Consistently maintain effective communication with nearshore teams to enhance the customer experience
• Ability to manage multiple priorities and multi-task
• Excel at developing and maintaining good working relationships between Tier 1, Tier 2, Product, Integrations, and Support Leadership teams
• Champion customer centricity at all times, understanding when to push back on advice that does not meet our customer's expectations
• Actively collaborate with team members on all tasks, projects and assignments to resolve complex issues

Job Description:

As a member of the EUS Workstation Vulnerability Remediation team, the Sr. Operation Analyst will report to the Manager – Endpoint Vulnerability Remediation and will be responsible for day-to-day operational support with timely rollout of security patches, ensuring 100% compliance, drive and implement automation efforts on both Windows and Mac environment. This role will extensively support the U.S during business hours. This is a critical role that will work with cross functional teams on improving process, finding automation opportunities, working on exceptions with cybersecurity and other project-based requirements, in addition to the operational body of work.

Essential Functions:

• Create software packages utilizing Bigfix, JAMF and SCCM

• Understands, follows and implements best practice methodologies for monthly OS patching and vulnerability remediations of 3rd party software’s in the environment.

• Design and implement automated solution that take advantage of technology advances, allow cost reduction, standardization and commoditization.

• Drive innovation and collaboration with Operations partners globally to reduce redundant work and improve efficiency.

• Improve processes and support methodologies by assessing need and requirements.

• Manage, triage and drive resolution of Operations escalations. Be predictive, and drive reduction of those same escalations.

•  Act as the point person for Exception Management/requests

• Willing to cover and support U.S. business timings extensively

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

>  KEY RESPONSIBILITIES 

• Managing ad-hoc data extraction and transformation requests to support business needs for data visibility. 

• Support a new initiative for business self-serve analytics with the provision of common comprehensive and re-usable datasets. 

• Provision of visuals in Power BI to meet business reporting requirements. 

• Strong working knowledge of technologies including SQL, Azure and Databricks to compile underlying data models to support reporting. 

• Support the ingestion process and scheduling of source raw data tables into the XP data warehouse. 

• Liaison with the business and SAP Data Architect to understand data requirements for extraction in preparation for reporting. 

• Support the business with any general reporting issues, queries and management of enhancement requests. 

• Maintenance and creation of key documentation to support BI and the XP reporting catalogue. 

• Provide training and support to end-users on report generation and utilization of Power BI as a global reporting solution. 

The role will be responsible for supporting end-to-end project accounting life cycle activities for assigned accounts and projects. The role will be involved with stakeholder coordination to execute processes that will drive the completion of assigned projects.

Responsibilities & Duties: 

• Perform routine and assigned tasks that support ongoing projects in compliance with the contract, service level agreement, define methodologies, and procedures.
• Assist in reviewing projects for accurate revenue recognition.
• Support data gathering and report generation requirements to support various reporting requirements for each project.

• Escalate identified issues and concerns to the Team Lead for timely resolution.
• Maintain the SOP/DTP of current processes and incorporate documentation updates as required.
• Perform multiple routine tasks in compliance with service level agreement, process, policies, and procedures.
• Gather information and documentation to assist in investigating and in resolving issues within the assigned process.
• Perform POOL transactional task and provide assistance in resolving employee center tickets.

Team Summary

Client Services provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we bring the voice of the customer into the design, development and successful deployment of Visa products and services. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

The Client Delivery team is responsible for designing the client service experience for new solutions and delivering end-to-end client implementations for products, solutions, infrastructure, and new client onboarding.

What an Analyst, Service Delivery does at Visa:

The Service Delivery team is a talented team of professional services organization responsible for overall technical program management and implementations, with a focus on implementation services provided to Clients, including but not limited to, enabling a broad range of products and solutions, supporting complex processing modifications, and general tactical initiatives for Visa clients across the Asia Pacific (AP) region.

This position serves as Visa Project Manager for implementation services provided to Clients, including but not limited to, enabling a broad range of products and solutions, supporting complex processing modifications, and general tactical initiatives for Visa clients across the AP (Asia Pacific) region.

This is an individual contributor responsible for solving complex problems, serving to gather and document project requirements while providing client consultative guidance on Visa regulations, fees, features, and functionality. 

In this role, you are expected to:

• Lead and execute high quality project management support to Visa clients and processors to ensure client expectations are met in line with agreed timelines
• Coordinate directly with clients to analyze card program setup requirements to implement Visa products and services to support the business and formulate implementation solutions 
• Confidently manage client projects in parallel to product developments and a changing landscape 
• Build and enhance positive working relationships with key Visa client institutions, processors, and internal stakeholders
• Be able to communicate complex, technical concepts in a focused and well-organized manner 
• Be able to learn and acquire knowledge in modern technologies in keeping step with market developments 
• Good analytical skills, not just for problem analysis, but to use technical acumen for reviewing appropriateness of technical or project documents and in integrating systems solutions 
• Prepare and maintain detailed project plans, risk/mitigation plans, status reports, and issues logs to enhance internal and external communications
• Represent client system and operational requirements to internal Visa organizations
• Be an active contributor in a high-performing, supportive, and inclusive team culture
• Constantly create good functional collaboration with internal and external stakeholders, by being able to speak confidently with a professional demeanor 
• Be accountable for delivering agreed objectives. Be responsible for own workflow assignments and must be able to take the initiative to resolve problems and ensure delivery on commitments, leveraging your immediate manager for guidance and direction where needed
• Coordinate internal Visa resources to ensure delivery on commitments 

Why this is important to Visa:    

The role works across a breadth of internal and external stakeholders to achieve the stated project objectives. If required, this role escalates projects that are in jeopardy and works with line management within Visa and the Client organization to make decisions that bring needed resources to resolve any issues. The role serves as a technical/functional specialist and works independently with guidance only in the most complex situations.  

Projects you will be a part of:

Client implementation projects are the gateway to new business and increased revenue for Visa, as well as being key to helping our clients achieve their business objectives. The team leads project discussions with Visa Clients to achieve a timely and error free implementation of new Visa products and services and/or add-on of Visa programs. This role is responsible for solving complex problems and taking a broad perspective to identify innovative solutions.

If you are passionate about efficient project delivery that meet key business needs, love to apply your business acumen to solve unique or complex problems and get excited about delighting our clients through successful and efficient project execution, then this is the role for you.

The Reporting Analyst is responsible for metric reporting and analysis, billing and operational processes, as well as day-to-day inquiries.    

Responsibilities:

• Complete all required client reporting based on established service line agreement.
• Complete requirements for other metrics and reporting.
• Accept and complete all ad hoc reporting requests in a timely manner.
• Create and maintain billing templates.
• Develop audit process for monthly billing reconciliation.
• Provide consultative information to client services teams around process & workflows that impact reporting and billing.
• Analyze dashboards on weekly basis and provide key findings to Client Services Manager or Client Services Director.
• Monitor trends and make appropriate recommendations.
• Establish and utilize documented reporting policies that meet reporting and business goals of account leader.
• Reach out proactively to the client teams on a weekly basis to understand their reporting needs in the upcoming week.
• Facilitate ongoing discussions with client services leaders to eliminate non value-add reporting.
• Other duties as assigned. 

At Keywords, we are using our passion for games, technology and media to create a global services platform for video games and beyond. Our aim is to become the “go to” provider of technical services.

We enable leading content creators and publishers to leverage our expertise and capacity across the lifecycle of interactive content. In so doing we empower our clients to remain lean and agile, and to focus on creating the most engaging experiences.

Keywords is trusted and relied upon by many of the world’s leading video game companies to work alongside them during concept, development and live operations by leveraging the breadth and depth of our industry leading service lines every step of the way. www.keywordsstudios.com

We are seeking a highly skilled and experienced Support Bar Analyst to oversee first and second line support across our studios, globally.

The successful candidate will be responsible for overseeing the delivery of IT support and service desk operations for our local office and ensuring our team is providing an efficient and effective service to our internal users.

This is an excellent opportunity for a Support Bar Analyst with excellent communication and leadership skills, who is looking to make an impact within a fast-paced and dynamic environment. This role reports to the Head of Local Support and will involve working closely with colleagues in other offices to deliver a seamless service to our users.

DUTIES AND RESPONSIBILITIES

Full scope of tasks including but not limited to:

• Act as front-line support for local and/or time zone-based employees.

• Serve as the main point of contact for our customers via email, walk ups, and chat support.

• Respond promptly and professionally to customer inquiries and troubleshoot issues related to our products and services.

• Utilize relevant software and databases to effectively diagnose, track and resolve customer issues and address complaints.

• Maintain accurate records, including call logs and ticketing systems, to track customer interactions and issue resolution.

• Collaborate with other teams to identify and resolve technical issues.

• Stay up to date with industry trends and provide input on continuous improvement to the Helpdesk and customer service workflows.

• Identify and escalate issues requiring urgent attention to the appropriate parties.

• Ensure SLAs are met and that our internal users are provided with an exceptional user experience.

• Ensure that all IT assets in the local office are managed and maintained to a high standard.

• Ensure compliance with all relevant regulations and legislation related to workplace services, health and safety, and environmental management.

• Collaborate with other senior leaders and stakeholders to build a strong culture of innovation, continuous improvement, and learning across the organization.

• Global experience within a business services environment and ideally video games development and/or working in a highly technical development environment.

• Strong knowledge of first and second line support operations.
• Strong knowledge of ServiceNow and industry trends.
• Excellent relationship building skills.
• Ability to work in a matrix management environment.
• Proven work experience in a customer service or Helpdesk role.
• Excellent communication and active listening skills with a customer-first mindset.
• Ability to operate effectively in a dynamic, fast-paced environment and multitask effectively.
• Ability to learn quickly and adapt to new software applications and technologies.
• Excellent problem-solving and conflict resolution skills.
• Strong customer service orientation, with a focus on delivering high-quality services to employees and stakeholders.

• Great Place to Work certified for 4 consecutive years
• Competitive compensation and benefits
• Global exposure

KEY RESPONSIBILITIES 

• Possess strong working knowledge of SAP S/4HANA to provide business support focused on data, while also supporting the in-house Master Data Management (MDM) process, including changes and bug fixes. 

• Collect and analyse data from multiple sources to uncover patterns, trends, and insights, ensuring data accuracy, completeness, and consistency across all reports. 

• Create and maintain accurate and timely reports, developing and implementing dashboards and other reporting tools to enhance data visualization. 

• Analyse data accuracy within the SQL data warehouse to ensure alignment with source systems and troubleshoot data reporting issues in collaboration with support teams to resolve technical problems. 

• Contribute to the development of data governance strategies that encompass MDM, data ownership, stewardship, and documentation (policies), while managing relevant committees. 

• Conduct reporting and analysis on data governance to monitor compliance and identify improvement opportunities, collaborating with stakeholders to establish and implement governance standards and policies. 

• Develop and maintain data models, and document processes, procedures, and workflows related to data reporting. 

• Provide training and support to end-users on effectively accessing and utilizing reports. 

Shift: Night Shift

The Business Operations Associate is responsible for interpreting, analyzing, and processing various activities in support of property and casualty insurance operations. The candidate will need to perform activities with a high degree of accuracy and consistently meet service level requirements.

* open for Cebu or Manila candidates

• Interpret data, analyze results and process transactions in various systems in support of the following areas:
  • Submission Clearance
  • Policy & Endorsement Issuance
  • Other operations, as needed
• Prepare and issue documents and reports accurately, as per specifications
• Interact with team and customers as required to complete deliverables
• Communicate issues or queries on a timely basis to ensure quick resolution
• Assist with troubleshooting and improving processes, as needed

Shift: Night Shift

The Business Operations Associate is responsible for interpreting, analyzing, and processing various activities in support of property and casualty insurance operations. The candidate will need to perform activities with a high degree of accuracy and consistently meet service level requirements.

* open for Cebu or Manila candidates

• Interpret data, analyze results and process transactions in various systems in support of the following areas:
  • Submission Clearance
  • Policy & Endorsement Issuance
  • Other operations, as needed
• Prepare and issue documents and reports accurately, as per specifications
• Interact with team and customers as required to complete deliverables
• Communicate issues or queries on a timely basis to ensure quick resolution
• Assist with troubleshooting and improving processes, as needed

The Business Systems Analyst is responsible for collaborating with the digital product managers (DPM), business system owners, and users to capture the right business requests and accurately translating them to specifications that aid design, coding, and testing of complex software and/or data warehouse applications within the organization.  The scope of work will include but is not limited to: End-to-end process documentation, review and improvement, operational and management reporting.  They will be comfortable dealing with stakeholders at all levels of the business and will be able to quickly build productive working relationships with key counterparts.

If you are passionate about building a strong Product Team to directly unlock business value and energized about solving problems this is the role for you.  The individual needs to be hands-on with a solid background and understanding of the Insurance/Reinsurance or financial business. 

• Work with the business users and DPM to accurately capture all stakeholder requests and translate them into system specifications which typically include functional, non-functional, user interface, reports and external interface specifications.
• Work with stakeholders on devising effective and efficient approaches to achieve project and program objectives.
• Work with software engineers to ensure that the engineering realization is in accordance with the business specification.
• Work with the testers to ensure that all software components are tested adequately and Participates in Quality Assurance testing as the IT workload requires.
• Manages requirements risks by proactively tracking and communicating issues and devising methods to mitigating them.
• Collaborates with IT management to define and develop documentation & business analysis artifact standards, guidelines, processes, and templates.
• Liaise with other project and program areas to coordinate interdependencies and resolve issues.
• Analyze, document, and communicate current state and future state business processes.
• Supports business units in the resolution of in-depth user questions and issues.
• Maintains a working knowledge of new technology and business analysis standards & practices.

Job Summary:

The Credit Analyst plays a pivotal role in the assessment and evaluation of financial information provided by applicants, utilizing a comprehensive set of criteria to make recommendations to Management regarding the credit viability and creditworthiness of customers. This position also assists the Credit Manager in enforcing credit policies and internal control measures.

Duties and Responsibilities:

Customer Credit Evaluation and Customer Master File Maintenance:

1. Ensure the submission of complete documentary requirements by the Customer before commencing credit evaluation, as specified in the Customer Application Form (CAF).
2. Conduct timely and thorough credit investigations by verifying information provided in the CAF through communication with the customer's top Suppliers and Banking Institutions. Whenever possible, perform on-site inspections of the applicant's site, farm, store, office, and residence to assess their financial capabilities, in addition to financial statement analysis.
3. Verify the signing, notarization, and provision of Credit Line Agreements (CLA) to new customers. In cases where agreed credit limits change or increase, ensure that a new CLA is prepared to cover these changes. Maintain these CLAs in a Customer File for future reference, alongside the submitted required documents.
4. Ensure the prompt setup and creation of accounts in the CRM Salesforce and SAP (Systems Application and Products) to be used by various departments for order processing.
5. Monitor the development of delinquent accounts, and if necessary, oversee the account turnover to legal, with credit analysts or credit specialists handling this process.
6. Act as the company's representative in legal collection activities, with the credit analyst or credit specialist having full responsibility in such cases.
7. Maintain regular visits to customers, providing updates to the company on any changes in the customer's business compared to the time of application. Assist the team in addressing concerns related to Accounts Receivable and offer recommendations and proposed solutions.
8. Monitor the risk coverage in relation to available collateral (BG, SBLC, REM) and advise the AVP & VP for Sales when credit limits exceed the collateral provided. Seek approval for collateral offerings.
9. Ensure the necessary Loan Agreements (Real Estate Mortgage, Truck Loan Agreement, Gilt & Repop Loans, Ready to Lay (RTL), and Building Loan Agreements) are signed, notarized, and registered with the Registry of Deeds.
10. Assist the Sales department in verifying and evaluating Real Estate Properties offered as collateral before accepting them.
11. Seek approval to secure professional assistance for real estate assessment to make appropriate recommendations on provided credit limits.

Reporting:

1. Ensure the accurate and timely submission of month-end reports on Customer Set up, emphasizing the timeliness and accuracy of Customer Set up.
2. Submit Customer Visit Reports to AVP & VP for Sales and the Credit Management Team in a timely manner, sharing findings and recommendations resulting from customer visits.
3. Provide information on property description, location, and valuation regarding Real Estate evaluations conducted prior to accepting property as collateral, coordinating with professional assessors.
4. Report any delays in the submission of CLAs and Loan Agreements by the Customer, Territory Business Managers (TBMs) and Key Accounts Managers (KAM) to the Credit Management Head and F&N and Agri Business Sales Heads.

As IT Support Specialist, you will help ensure efficient operations for the company and its employees by being the primary contact for IT-related concerns and problem resolution. Your duties include working with employees to diagnose and resolve problems with hardware, software, and servers in a timely and professional manner.

Duties and responsibilities:

• Respond and resolve IT tickets in a timely manner
• Communicate and escalate issues if needed
• Perform root-cause analysis on issues, develop checklists for typical problems and recommend procedures and controls for problem prevention
• Proactively manage and maintain server, network, and firewall systems
• Provide after-hours support for Infrastructure related emergencies as well as occasional weekend maintenance if needed
• Maintain inventory and asset configuration documentation
• Coordinate the purchase, installation, configuration, and testing of hardware and equipment.
• Mentor / cross train team members on existing and new technologies
• Support and enforce information technology (IT) policies
• Set up and configure new systems, new applications, and upgrades
• Manage user account information, permissions, and rights
• Other duties as assigned.

• Must be proactive, outcome focused and self-managing.
• With strong problem-solving skills
• Strong communication and interpersonal skills
• At least 3 years of hands-on experience working in an end-user IT support role
• Proficient in troubleshooting Microsoft Office 365 suite
• Proficient in supporting and understanding Windows 10, 11, and MacOS
• Must have basic networking fundamentals
• Can work both remotely and onsite

We're seeking a trailblazer who personifies agility through the following qualities and traits:

• Proactive, adaptable and flexible
• Highly professional
• Willing to go the extra mile to achieve desired outcomes
• Strong collaboration and communication skills to work effectively with cross-functional teams
• Strong problem-solving skills
• Committed to continuous improvements and willing to experiment with new approaches and techniques to work processes

Your responsibilities will be, but not limited to:

• Assist in the monthly group management reporting process including financial results review and preparation of presentations to Group Finance.
• Prepare monthly flash sales and KPI reports with commentary to management
• Perform variance analysis per business unit/ department and communicate with budget owners about financial results.
• Collaboration with Accounting team to ensure accurate classification of expenses
• Business partnering to key stakeholders and senior management, provide strategic views to ensure profitability of the business
• Contribute to the design and implementation of management reporting policies and process
• Assist in the automation of financial KPI dashboard in Tableau (group BI tool)
• Support the group annual budget process
• Drives process improvements to ensure efficiency and effectiveness

• Timekeeping for QA personnel.
• Manage schedule by organizing and scheduling appointments, meetings, and events.
• Communication through answering and directing phone calls, writing and distributing emails, memos, and other correspondence.
• Ordering office supplies, maintaining contact lists, and ensuring office equipment is functioning properly.
• Record Keeping by Developing and maintaining a filing system, preparing reports, and managing databases.
• Assisting in the preparation of regularly scheduled reports.
• Providing general support to visitors and acting as the point of contact for internal and external clients.
• Travel Arrangements like Booking travel and accommodations for staff members.

At Keywords, we are using our passion for games, technology and media to create a global services platform for video games and beyond. Our aim is to become the “go to” provider of technical services.

We enable leading content creators and publishers to leverage our expertise and capacity across the lifecycle of interactive content. In so doing we empower our clients to remain lean and agile, and to focus on creating the most engaging experiences.

Keywords is trusted and relied upon by many of the world’s leading video game companies to work alongside them during concept, development and live operations by leveraging the breadth and depth of our industry leading service lines every step of the way. www.keywordsstudios.com

We are seeking a highly skilled and experienced Support Bar Lead to oversee employee support across our studios, globally.

The successful candidate will be responsible for overseeing the delivery of IT support and service desk operations for our local office and ensuring our team is providing an efficient and effective service to our internal users.

This is an excellent opportunity for an experienced Support Bar Lead with excellent communication and leadership skills, who is looking to make an impact within a fast-paced and dynamic environment. This role reports to the Head of Local Support and will involve working closely with colleagues in other offices to deliver a seamless service to our users.

DUTIES AND RESPONSIBILITIES

Full scope of tasks including but not limited to:

• Lead the support bar team, providing guidance, coaching, and mentoring to team members.

• Work collaboratively with the rest of the Service Delivery team to ensure a seamless and efficient support experience for employees.

• Act as the main point of escalation for complex support issues.

• Analyze and report on key performance indicators to both the support team and senior management.

• Develop and maintain excellent relationships with our employees, providing personalized and empathetic support.

• Stay up-to-date with industry developments and use this knowledge to improve support processes and procedures.

• Manage the support bar schedule, staffing levels, and workload distribution to ensure optimal coverage.

• Manage all local IT support operations to ensure that SLAs are met and that our internal users are provided with an exceptional user experience.

• Collaborate with global IT support teams to ensure global IT policies and standards are consistently implemented and measured.

• Ensure that all IT assets in the local office are managed and maintained to a high standard.

• Proactively manage relationships with suppliers and partners ensuring service level agreements and contracts are maintained and renewed as required.

• Ensure compliance with all relevant regulations and legislation related to workplace services, health and safety, and environmental management.

• Collaborate with other senior leaders and stakeholders to build a strong culture of innovation, continuous improvement, and learning across the organization.

SKILLS AND EXPERIENCE REQUIRED

• Global experience within a business services environment and ideally video games development and/or working in a highly technical development environment.

• Strong knowledge of first and second line support operations.
• Strong knowledge of ServiceNow and industry trends.

• Excellent relationship building skills.

• Ability to work in a matrix management environment.

• Proven experience in managing a high-performing customer service or support team.

• Strong leadership and people management skills.

• Excellent written and verbal communication skills.

• Ability to analyse, interpret, and report on complex data.

• Passion for gaming and the gaming industry.

• Ability to adapt to changing priorities and work in a fast-paced environment.

• Excellent problem-solving and conflict resolution skills.

• Strong customer service orientation, with a focus on delivering high-quality services to employees and stakeholders.

• Group life insurance
• Group income protection
• Private Medical Insurance
• 25 days Holiday (plus 8 bank holidays)
• Employee Assistance Program (EAP)
• Enhanced Employer Pension Contributions
• Cyclescheme
• Tech Scheme

Job Title: E-commerce Customer Support and Inventory Specialist

Job Summary: We are seeking a detail-oriented and proactive E-commerce Customer Support and Inventory Specialist to join our team. This role is crucial for ensuring smooth operations across multiple online marketplaces, maintaining inventory accuracy, and managing customer interactions. The ideal candidate will have experience in e-commerce, exceptional communication skills, and a keen eye for detail to help us deliver an excellent customer experience while managing and monitoring inventory across various platforms.

Key Responsibilities:

1. Customer Feedback Analysis:
• Read and categorize customer feedback based on complaint types.
• Identify recurring issues and provide insights to improve product listings and customer satisfaction.
2. Inventory Management:
• Regularly update inventory levels for multiple SKUs across various e-commerce marketplaces.
• Monitor inventory to ensure optimal stock levels and prevent overstock or stockouts.
• Coordinate with the team to handle stock replenishment and transfers as needed.
3. Customer Support:
• Handle customer inquiries, messages, and emails promptly and professionally.
• Process replacement orders for defective or damaged products.
• Respond to social media messages to address customer concerns and provide product information.
4. Account and Listing Management:
• Review account health on all e-commerce platforms, ensuring no issues with listings, counterfeit sellers, or account status.
• Set up and manage promotional coupons, discounts, and special offers on different marketplaces.
5. Quality Assurance:
• Continuously monitor listings to ensure accuracy in descriptions, pricing, and compliance with platform policies.
• Ensure listings reflect the latest inventory, specifications, and any updates to product information.

Qualifications:

• Previous experience in e-commerce customer service, inventory management, or a similar role.
• Strong written communication skills for handling customer messages and emails professionally.
• Familiarity with major e-commerce platforms (Amazon, eBay, etc.) and experience with account health monitoring.
• Ability to manage multiple tasks simultaneously and prioritize effectively.
• Basic knowledge of social media platforms for responding to customer inquiries.
• Detail-oriented with a proactive approach to problem-solving.

Preferred Qualifications:

• Experience with inventory management systems or e-commerce software tools.
• Familiarity with counterfeit seller prevention and marketplace policies.

Qualifications:

• Previous experience in e-commerce customer service, inventory management, or a similar role.
• Strong written communication skills for handling customer messages and emails professionally.
• Familiarity with major e-commerce platforms (Amazon, eBay, etc.) and experience with account health monitoring.
• Ability to manage multiple tasks simultaneously and prioritize effectively.
• Basic knowledge of social media platforms for responding to customer inquiries.
• Detail-oriented with a proactive approach to problem-solving.

Preferred Qualifications:

• Experience with inventory management systems or e-commerce software tools.
• Familiarity with counterfeit seller prevention and marketplace policies.

• Assist with vendor communication during application migration processes.
• Support the team in managing device supply and distribution.
• Analyze and identify gaps in vendor support processes to enhance efficiency.
• Provide technical troubleshooting and support to vendors as needed.
• Perform other ad-hoc tasks to assist vendors in their daily operations.

About our culture

First Circle has a strong mission-driven culture. Our team is equally motivated by our social purpose, the intellectual stimulation of solving hard problems, and the commercial potential of our business.

At First Circle, a person’s trajectory is at least as important as their performance. We value youth and diversity because we believe that curiosity and boldness will bring us to the next level. We believe the best team dynamic is the combination of exceptional leaders who are both builders and coaches whose vision is carried out by a team of high-potential, high-growth people whose intellect and ethics enable them to carry responsibility far beyond their years of experience.

We categorize our culture as a “supportive meritocracy”. Supportive as we recognize that team’s output is multiples of the sum of individual parts. Meritocracy because the only thing that matters is the contribution to the customer, company, and community.

About the role

First Circle’s people team is not a typical HR department. Your goal in this role is to create an environment where the best talent in country can thrive alongside international staff. The role will require a person who can innovate and create an exceptional experience for our people whilst delivering the basics exceptionally well. We take HR as seriously as any other business challenge, and the successful candidate will have the potential to grow their responsibilities and impact our mission dramatically from day one.

Additionally, the successful candidate will be responsible for supporting the People team with tasks and initiatives related to:

• Assisting in the development and implementation of HR policies and procedures that provide a positive employee experience while complying with PH labor laws.
• Managing Employee data and our HR Information system to understand our employees better and to ensure we put in the right initiatives that will allow the team to hit People Metrics.
• Ensuring First Circle has a work environment (physical and online) that is conducive to productivity.
• Maximizing employee engagement through team events, perks, and benefits.

Characteristics of a great candidate

You Are:

• Effective + Efficient = Solutions: Produces repeatable and effective solutions without any waste of time, resources, effort, or energy. Is resourceful - always considers Repeatability, Scalability, Efficiency, and Effectivity.
• Agile: Responds swiftly and ably to challenges and changes in situations, directions, and environment.
• High Personal Standards: Personal satisfaction only when the best solutions or outcome is achieved. Delivers only the highest quality - always improving and never below the high watermark. Demands more from themselves and others, raising the bar of everyone they work with.
• Discipline: Organized, Detail-oriented, and Dependable. This means that they are methodical and structured in the way they deliver results, complete objectives as flawlessly as possible, and can be counted on to deliver.
• a Get-Amongst-It Mindset: Independently driven. Has the initiative to complete objectives without the need for their manager to get stuff done.

Why you should apply

• Enjoy high levels of personal growth working with very smart, high-performing people who have excelled at some of the world’s best companies, each of whom possesses high levels of personal integrity and will invest in your development
• Build lifelong relationships as you play a long-term game with long-term people

• Fresh graduate with a Bachelor’s degree. Human Resources, Business Administration, Psychology, or a related field is nice to have, but any graduates are welcome to apply.
• Strong interpersonal and communication skills, with the ability to build relationships at all levels.
• Excellent organizational skills and attention to detail.
• Ability to handle sensitive information with confidentiality and integrity.
• A proactive attitude and willingness to just get things done. We are a modern company without bureaucracy - you will be expected to drive things forward, often without being asked!

• PHP 25-35k per month depending on experience level, plus bonus incentives for strong performance.
• Additional perks & benefits, including HMO coverage from day one, free catered lunches, MacBook Air provided, monthly fitness allowance, transportation & accommodation allowance, and more.
• Hybrid work set-up: 2 days per week in BGC office
• Join a team with a deeply collaborative culture - expect support, feedback and friendship.