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

Primary Responsibilities
▪ Performs quantity and quality inspection or verification of various products and goods in accordance with company standards, legal and client requirements. Specific Responsibilities
▪ Ensures all the necessary forms, materials, equipment, and/or other requirements needed to perform the job are complete and prepared before proceeding to the work site.
▪ Coordinates with clients on schedules and other information pertinent to the job.
▪ Conducts inspection or verification work (reference: Verification Matrix of Inspection Work) according to company standard, procedures and client requirements or agreed job scope and specifications.
▪ Provides feedback and updates on the status or progress of the job to his/her immediate superior on a regular basis.
▪ Prepares and submits complete and accurate inspection reports including properly labeled samples.
▪ Performs other related duties as may be assigned either in support of departmental goal or for his/her personal or professional training, education or development as programmed by his/her immediate superior.

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

Primary Responsibilities
•Troubleshoots and corrects daily disruptions to productivity.
•Ensures that the GBS Asia provides a high level of service to the Affiliate operations based on the Statement of Work.
•Manages the staff operations and administration for the GBS program, including optimizing shift schedules, according to Affiliate needs.
•Proactively manages performance, throughput, utilization, and quality via established KPIs, alerting program leaders of deficiencies in a timely manner.
•Main GBS Asia point of contact for Affiliates regarding all operational issues.

Specific Responsibilities
▪At all times, complies with SGS Code of Integrity and Professional Conduct.
▪Manages the process for and participates in the recruitment of the new GBS staff on behalf of Lab Affiliates with operations housed in GBS Asia facilities.
▪Ensures that the working conditions are provided and maintained, including office space, computers, desks, etc. Troubleshoot and initiate corrective and/or improvement actions as needed to ensure local operations integrity is maintained.
▪Maintains a working knowledge of all analytical procedures in the lab sections being supported by the team.
▪Organizes, manages and perhaps participates in staff training requirements, opportunities and schedules in coordination with Lab Affiliates.
▪Manages staff schedules, including shift schedules, attendance and time off requests in coordination with Lab Affiliates managers.
▪Supports all GBS Technical Coordinators in their management of daily work assignments and delivery performance.

Supports Lab Affiliates with annual performance reviews of GBS lab staff housed under GBS Asia, especially access to or entry into the local TalentForce system.

▪Ensures that systems in place to compile, monitor and report KPIs as outlined in the Statement of Work are properly accessed, functioning and updated.
▪Assists in the implementation of specific operational improvements as identified by the Lab Affiliate manager. These projects will focus on the improvement of quality, efficiency, accreditation compliance, communication and technical improvement.
▪Looks for local GBS efficiency gains by being aware of new tools and reviewing existing procedures.
▪Participates in regular calls with the Global Process Owners (GPOs) and Lab Affiliate managers in order to discuss operational issues, plans, etc.
▪Represents the Lab Support program internally within GBS Asia and the global business lines.
▪Facilitates and hosts visitors from SGS Global and Lab Affiliates as needed.
▪Reviews and provides any corrections to monthly expense reports to the Lab Affiliates using the services of GBS Asia
▪Ensures all GBS operations are fully coordinated and compliant with the GBS Lab Support Program Manager.
▪Ensures work area in GBS is kept clean and presentable at all times.
▪Remains familiar with SGS quality assurance procedures.
▪Complies to all SGS QHSE and HR policies and procedures.

SCOPE OF POSITION

Ensure customer service expectations are met, especially as they relate to data quality and integrity.  Orchestrate and engage our network  to ensure customer KPI and visibility requirements are effectively communicated and actioned. 

REPORTING STRUCTURE

There are two potential reporting lines.  1. reports directly into a GAM director if ASM is dedicated to a Global Account. 2. reports directly into a Customer Retention & Development Manager of their host branch.

PEER POSITIONS

Account Manager, Customer Business Analyst, AR Specialist

JOB EXPECTATIONS & KEY RESPONSIBILITIES

• Dedicate yourself to the success of Expeditors’ and the customer using ethical business practices, personal commitment, passion, sacrifice and an obsession with the fundamentals of running the business.
• Ensure customer expectations are documented within the customer SOP and executed within our operational teams.
• Provide reporting and visibility tools to the customer.
• Drive process improvement throughout your district and network.
• Maintain & update SOP’s which includes, but not limited to, rates, KPI expectations, and general customer service requirements.
• Manage spot quotes or quoting desk when applicable.
• Serve as a point of escalation within our network.
• Ensure proactive communication to customers on service irregularities.
• Track shipments and in transit monitoring (both at origin & destination) when needed.
• Provide communication to customers on out of scope shipments.
• Initiate and own CAPA management (corrective action plan) when needed, and identify improvement areas in order to eliminate issues from repeating themselves.
• Design, set up and maintain any ad hoc reporting requests.
• Ensure data is accurate, timely and complete.
• Manage F2F shipments – if applicable.
• Monitor billing and receivables and assist with collections when needed.
• Provide assistance in resolution of claims and disputes.
• Be involved with EDI resolution & EDE management when needed.
• Own the T&I process for new business segments for existing customers if applicable.
• Support customer business review preparation by running appropriate reports; help identify and communicate trends, and improvement opportunities through analysis.
• Ensure CRM family trees, and customer organizations are up to date.
• Escalate through the appropriate channels when customer is at risk.
• Pass on sales leads or other opportunities when uncovered.

MEASUREMENT OF SUCCESS

• Customer KPIs are being met
• Customer satisfaction
• Financial performance of customer (clean AR, healthy margins, revenue growth)
• Delivery of process improvements

A Business Support Manager is a senior-level professional who oversees the planning, coordination, and implementation of business support activities to ensure the smooth operation of an organization's business processes. The primary responsibility of a Business Support Manager is to lead and manage a team of Business Support Analysts and other support staff to deliver high-quality support services to various business units.

Key Responsibilities:

• Manage budgets and financial resources, ensuring that expenses are controlled and allocated efficiently.
• Build and maintain relationships with key stakeholders, including business leaders, team members, and external partners.
• Oversee the development and implementation of process improvements, working closely with business leaders and stakeholders to identify areas for improvement.
• Develop and implement business plans, strategies, and goals to support the organization's overall objectives.
• Develop and maintain effective communication channels with stakeholders, including regular reporting, progress updates, and issue resolution.
• Lead change management initiatives, ensuring that changes are implemented smoothly and with minimal disruption to operations.
• Ensure that quality standards are met, conducting regular audits and assessments to identify areas for improvement.
• Collaborate with other departments, such as Finance, and Human Resources, to ensure that business support activities align with organizational objectives.
• Identify and mitigate risks associated with business support activities, ensuring that the organization is protected from potential threats.

Technical Skills: 

• Strong proficiency in configuring, installing, monitoring, supporting, and managing ICT environments. 
• Experience with network configuration and troubleshooting. 
• Familiarity with cloud services (e.g., AWS, Azure) and virtualisation technologies. 
• Proficiency with Windows and Linux operating systems. 
• Provide Tier 1/2 technical support. 
• Ability to triage and escalate incidents according to policies and procedures. 

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 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

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

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

As a Customer Support Advisor - German Language you will be reporting to the Customer Support Team Manager you will be part of the Customer Service Department.

Are you looking for a great opportunity to develop your skills? Are you a flexible, driven and solution oriented person with an open mindset? Are you a real people’s person with amazing customer service skills?
Seize the opportunity and find out more about us!
We’re looking for real team players to be a part of Entain and provide professional support to our customers.

What you will do

• Handling customer inquiries via chat/e-mail/phone; including but not limited to product related (Sports, Casino, Poker) as well as cashier related matters
• Assessing individual issues and taking appropriate action to ensure customer needs are met
• Working in coordination with other teams based at different locations that share similar objectives
• Escalating system anomalies and general issues faced by customers to the relevant party
• Understanding Standard Operating Procedures and delivering service / quality standards to agreed level

• Supports the Key Account Managers, Regional Sales Managers & Area Sales Managers in creating effective sales & marketing campaigns and customer submissions for the Bosch Trade Market (e.g. New Product Introduction process support for Key Accounts, Internal Presentations as per divisional requirements and KAM support via customer sales reporting and submission calendar creation)
• Reports for KAMs for Key Account Monthly figures and including Competitor Analysis / Catalogue summary of competitors and customers
• Provides administrative support to the KAM team– purchasing processes and business procedures including KA New Line Forms, PromoTool setup, WorkOns and New Account Setup
• Monthly sales reporting for National/Regional Sales & Key Accounts
• Website maintenance for Key Accounts
• Ownership of all marketing collateral from KAM activities from customers and competitors
• Ensure all HSE procedures are followed and all incidents are reported accordingly
• Support KAMs / RSMs with daily tasks

Passionate about the world of tech?

What if you had a chance to be a part of the world’s leading SaaS, Software, or Hardware solutions?

Join our team as a Customer Support Consultant today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals with our People First management approach.

Excited? Let’s see what it takes

We are looking for a qualified IT Application Support Engineer role to join our growing team. You will be responsible for assisting the team in providing key business application support to all levels of the business across the business in Australia and the Philippines. You will help the business solve its application and system issues. You should have a deep understanding of how the systems work and perform troubleshooting systems, responding to assistance requests and handling technical issues.

As an IT Applications Support Engineer, you will be responsible for:

• Manage CRM applications such as PipeDrive and Actionstep, focusing on user creation, policies, and configurations 
• Coordinate with various teams to complete projects, resolve issues, and develop solutions 
• M365 Administration  
• Handle user issues and requests using ServiceDesk and Jira 
• Document processes and solutions in Confluence 
• Support various applications used by the company, such as GOTO, Sophos, LastPass, and Typeform 
• Manage Azure services to an extent, including SharePoint, Exchange, Teams, and AzureAD 
• Troubleshoot issues related to email and document templates in Actionstep and PipeDrive 
• Create calculated merge fields for automation in Actionstep using PHP 
• Resolve automatic matter creation issues using Postman and TablePlus 
• Create, manage, and optimize automations using Zapier 
• Perform various tasks using PowerShell 

Qualifications

To succeed in this role, you must have experience in:

• At least 2-3 years of experience in managing and optimising Pipedrive CRM and Actionstep, focusing on efficient workflows and data integrity 
• Proficient in PHP, PowerShell, Python, and HTML for automation, integration, and custom development 
• Experienced in Microsoft Azure, managing resources, implementing security, and optimizing performance 
• Skilled in using Zapier and Make for automating workflows and streamlining processes 
• Proficient with Typeform and Gravity Forms for form design, data collection, and CRM integration 
• Proven successful experience in a first or second level IT support role providing service to a diverse range of technology users 
• Understanding of ITIL processes, focusing on incident management and service delivery 
• Experience in incident management processes, service restoration and problem resolution processes 
• Understanding of SDLC principles 
• Experience supporting business critical and customer facing Apps in the context of large corporate ICT applications and systems 
• Strong communication skills for providing effective technical assistance, both over the phone and in person. 
• Ability to create and deliver technical training that enables end users to be self-sufficient and delivering for our customers 
• Experience in working autonomously with a personal drive to meet deadlines 

WORKING LOCATION AND REQUIREMENTS

This role works in a HYBRID SETUP requiring on-site attendance once a month and in order to be considered for this opportunity you must be able to demonstrate your home working environment is as follows:

• conducive home office (free from noise and distraction)
• main internet: wired internet of at least 100mbps
• reliable back up internet: at least 20mbps speed

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.

First Focus is Australia's best Managed Service Provider (MSP), with a team of over 300 technical professionals across offices in Australia, New Zealand and the Philippines. We have grown consistently and profitably for over 15 years, and we're continuing to win new clients and challenge ourselves to rise to new heights.

We have just started the search for the best Senior Support Engineer in the Philippines who will work directly for one of our US based partner MSPs. Why would such an amazing and talented individual consider coming to First Focus? What makes First Focus better than where you are today?

• We actively promote equal opportunity and fair treatment for all our employees, irrespective of their position, location or nationality, fostering a positive and inclusive workplace culture - grow your career!
• We understand the value you deliver, and we will give you the support to get the job done - be supported to be awesome!
• We find and retain the best - best Project Engineers, best technical escalation, best team leads and managers, best team!
• We encourage transparency as one of the foundations of our culture, creating a healthier, more productive work environment while actively discouraging toxicity - be heard, feel safe to speak up!

Duties

• Providing remote and phone based support to customers of our US-based partner MSP
• Supporting servers, desktops and applications within an Microsoft AD and Exchange environment
• Delivering the support of Terminal Services, VMware, Hyper-V and Citrix-based cloud infrastructure
• Performing a wide variety of Level 1-3 support functions across many technologies
• Occasional project team work to deploy solutions for customers
• Delivering the support of Terminal Services, VMware and Citrix-based cloud infrastructure
• Performing a wide variety of senior support across many technologies
• Working with highly experienced solutions experts to maintain best practice environments
• Document and log all actions into ticketing system

Requirements

Please note: To be successful in this role, you will need to be able to demonstrate a independent approach to the way you resolve technical issues. We are seeking someone who has the confidence to try new things and risk failure in this role. We will be asking you questions about what you would do in a situation where you need to make independent decisions.

• Extensive experience working with VMWare & Hyper-V is REQUIRED
• A general knowledge of technical infrastructure from desktop to firewall, including LAN & WAN networking principles (Fortigate, Meraki, Sophos UTM preferred)
• Experience using ticketing systems and customer service principles
• Excellent spoken and written communication skills in English (Mandatory)
• Extensive experience with Windows Server 2012 R2 and above
• Extensive knowledge in Azure AD/GPO/DNS/DHCP
• Exchange On-prem, Hybrid and Office 365
• Experience working with VMWare & Hyper-V
• iDRAC/iLO
• O365 and AD Administration
• SAN/Storage
• Extensive experience with backup technologies (Veeam, Datto and StorageCraft preferred)
• Excellent complex-problem diagnosis technique
• Email Security Gateway/Anti Spam

Qualifications:

• Can work full-time in the office
• At least 5 years of extensive experience doing Senior Support Role
• Worked in Managed services, outsourcing or professional services environment is a plus
• Calm under pressure
• Comfortable on strictly following checklist and process 
• Willing to work any shifts - preferably night/afternoon
• Strong attention to details (this role is very focused on compliance)
• Strong written and verbal communication skills
• Willing to work in our Ortigas Office

Office Address: 

• 29th Floor, Robinsons Cyberscape Gamma, Topaz Road, Ortigas Pasig City Metro Manila Philippines
• 26th floor, Axis Tower One Building, Filinvest Ave, Alabang, Muntinlupa 

Employee perks:

• ‘Never Stop Growing’ is deeply embedded in our DNA - there will be an intensive training boot camp during onboarding, including training in key technical skills.
• HMO from the first day of your employment
• Addition of one (1) dependent (e.g., your spouse) to the Company's HMO policy (which includes medical coverage plus dental benefits package) on the first day of your employment
• All employees have free access to Uprise, including 1:1 coaching sessions from qualified psychologists or counselors
• 25 days paid days leave annually
• Employee Referral Program (Php 20,000)* 
• Social events, End of Financial Year and Christmas

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 :

The world of finance moves fast. At FIS, we’re faster. Our teams are empowered to learn, grow, and make an impact–in their careers and communities. We deliver innovation that advances the way the world pays, banks and invests. If you want to grow personally and professionally, we’d like to know: Are you FIS?

About the role:
As a Product Support Representative, you will work with FIS clients to provide in-depth product support. You will take incoming inquiries to resolve customer concerns raised during installation, operation, maintenance or product application.

What you will be doing:
• Handle customer inquiries and resolving support issues such as address changes, processing orders, warranty, or billing and payment.
• Provide in-depth product support and researching client issues.
• Troubleshoot problems with equipment or software applications and recommend corrective action.
• Document customer information and recurring technical issues to support product quality programs and product development.

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

As part of the Payment and Service Operations function, the role is a client-facing support role. You will be expected to deliver best in class support to our client base by owning and managing client enquiries through to resolution.

• Provide excellent support to VPL’s growing client base (banking and corporates)
• Analyse, diagnose, investigate and resolve a variety of payment and service-related incidents and requests by working closely with other internal functions and partner banks
• Manage escalations from Strategic and Platinum Clients through to resolution, by analysing details and engaging the relevant business stakeholders
• Manage escalations of complex cases from colleagues, and provide any required training to bridge knowledge gaps
• Perform proactive analysis of Strategic and Platinum Client transactions and enquiries with a view to identifying service improvements
• Manage all incidents and requests in accordance with VPL’s policies, procedures, and contractual commitments
• Work proactively with clients and other internal functions to optimise the way they utilise VPL’s products and services, reduce exceptions or issues and prevent issues from reoccurring
• Provide feedback internally on how VPL’s service can be improved to reduce issues and exceptions or to improve the client experience
• Maintain constant communication with clients and keep the regularly informed of the status of outstanding case, in line with SLAs
• Communicate proactively wherever possible and ensure all written or verbal communication is of the highest standards and accurately recording in the case management system
• Build and maintain strong relationships with colleagues, clients, and partners
• Act as a delegate for the Client Support Manager
• Take part in various projects to make improvements and drive operational efficiency

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.