Location
Quezon City
Job Type
Full-time
Posted
May 30, 2026
Job Description
Description
Voice and Non Voice support provided to customers. Our services include Level 1 and Level 2 technical support in a 24 / 7 environment.
Essential Functions/Core Responsibilities
Primary escalation contact for Account Leaders, such as customer complaint root cause & improvement action plan reviews
Provide account-specific KPI/SLA/SLO reporting and monitoring
Provide / process Account Knowledge / Process Updates
Account-specific Quality Performance (monitor account QA objective and account-specific quality reviews as needed including
attending client QA calibration meetings)
Point of contact for Account Leadership for Help Desk inquiries
Work with Account Leadership to identify Help Desk process improvements and provide trend analysis as identified/needed
(e.g., top ten calls review, etc.)
Liaison for Level 2 Resolver Groups (e.g., account knowledge updates, case escalations, customer complai...