Associate Support Specialist

Equiniti; Philippines; On-site; PHP 300,000 - 540,000; Full time

Job summary

Equiniti in the Philippines seeks a Management Level H professional to provide day-to-day client advice and help define business and system requirements.

Under supervision, respond to basic support inquiries, assist in resolving issues, ensure SLAs and KPIs are met, and communicate client needs to operations teams while collaborating with teammates.

This role requires strong interpersonal and organizational skills, willingness to work overtime during peak periods, and a customer-focused mindset.

Qualifications

• Bachelor's degree from an accredited college or university required; equivalent work exp may substitute.
• At least 1 year in a client-facing role; complex product support experience preferred.
• Clear communication with clients via phone, email and chat.
• Responds to basic client inquiries and priorities tasks accordingly.
• Participates in analysis and resolution, escalating complex issues to seniors.
• Performs account and user maintenance and basic administrative duties.
• Delivers outcomes with strong interpersonal and organizational skills.
• Collaborates with teammates and supports Notified service offerings knowledge.
• Requires guidance initially; no supervisory responsibilities; grows with experience.
• Uses standard procedures to solve problems and communicates clearly.

Responsibilities

• Provides day to day client advice, working to maintain strong client relationships.
• Under general direction, assists business owners and stakeholders in defining business and system requirements.
• Responds to basic unresolved production support issues and participates in analysis and resolution on behalf of the business.
• Under general supervision, assists in solving problems for clients, ensuring that SLAs and KPIs are met.
• Communicates client requirements to operational teams when applicable.

Skills

Client communication

Interpersonal skills

Organizational skills

Team collaboration

Adaptability

Time management

Overtime tolerance

Education

Bachelor's degree

Job description

Management Level H

Essential Duties

• Provides day to day client advice, working to maintain strong client relationships.
• Under general direction, assists business owners and stakeholders in defining business and system requirements.
• Responds to basic unresolved production support issues and participates in analysis and resolution on behalf of the business, escalating more complex issues to senior colleagues.
• Under general supervision, assists in solving problems for clients, ensuring that SLAs and KPIs are met.
• Communicates client requirements to operational teams when applicable.

Minimum Qualifications

Education

• Bachelor's degree from an accredited college or university required. Equivalent work experience in a similar position may be substituted for educational requirements.

Experience

• At least 1 year of experience in a client-facing position required. Experience in support of complex products preferred.

Other

• Communicates clearly with clients via phone, email, and chat
• Responds to basic client support inquiries, ensuring they are handled in order of priority
• Participates in analysis and resolution of unresolved support issues, escalating more complex issues to senior colleagues
• Performs administrative duties including account and user maintenance
• Delivers outcomes using good interpersonal skills and organizational skills
• Embraces collaborating with teammates
• Ability to work occasional overtime during high volume periods
• Knowledge of other Notified service offerings
• Requires guidance on task initially and requires supervision. Is working in a smaller defined area of the role, this continues to expand as the employee gains more confidence and capability.
• Applies general knowledge of business developed through education or past experience
• No supervisory responsibilities; accountable for developing technical contribution
• Uses existing procedures to solve standard problems; analyses information and standard practices to make judgments
• Exchanges straightforward information, asks questions and checks for understanding
• Displays demonstrated knowledge of, and ability to use and learn various technology tools

Please note any offer of employment is subject to satisfactory pre-employment screening checks.