Customer Service Representative/Technical Support Representative

Booth and Partners; Taguig; Hybrid; PHP 335,000 - 469,000; Full time

Job summary

Booth and Partners in Metro Manila is seeking a capable coordinator to manage off-hours operational support and dispatch field engineers and specialists to resolve urgent issues.

You will cleanly communicate under pressure, manage schedules and escalations, and keep accurate records to ensure smooth incident handling and timely resolutions for clients and internal teams.

Qualifications

• 1–3 years experience in field coordination, logistics, or incident escalation handling urgent requests.
• Experience with scheduling tools, ticketing platforms and workforce management software.
• Calm under pressure with clear phone and written communication.

Responsibilities

• Review and assign urgent off-hours support tickets to field engineers using active schedules
• Confirm task details and customer approvals before sending technicians
• Keep field crews, managers, and clients informed through calls and updates during incidents
• Log real-time updates, timelines, and notes in internal software (ERP/CRM) and partner portals
• Follow escalation steps when staff are unreachable or delays occur
• Check in with technicians after jobs to verify work details, resolution notes, and time entries
• Prepare concise shift end summaries for seamless handover

Skills

Field coordination

Logistics

Incident escalation

Communication

Tools

Scheduling tools

Ticketing platforms

Workforce management software

Job description

About the role

You will manage off-hours operational support and send field engineers and specialists to resolve urgent issues. You will be a clear communicator who works well under pressure, manages schedules and escalations effectively, and keeps accurate records to ensure smooth operations.

Key responsibilities

• Quickly review and assign urgent off-hours support tickets to field engineers using active schedules

• Confirm task details and customer approvals are logged before sending technicians out

• Keep field crews, managers, and clients informed through calls and written updates during incidents

• Log real-time updates, timelines, and notes in internal software (ERP/CRM) and partner portals

• Follow escalation steps when field staff are unreachable, delays occur, or problems arise on-site

• Check in with technicians after jobs are completed to verify that work details, resolution notes, and time entries are accurate

• Prepare concise summaries at the end of your shift so incoming teams can seamlessly take over ongoing tasks

About you

• 1–3 years experience in field coordination, logistics, or incident escalation handling urgent requests

• Comfortable learning and using scheduling tools, ticketing platforms, and workforce management software

• Calm under pressure, organized, and able to communicate clearly over the phone and in writing

• Able to work independently during off-peak hours while staying aligned with the team

• Willing to work on-site at our offices in Metro Manila (BGC and Makati)