Escalations & Incident Resolution Specialist

Ingram Micro Philippines BPO LLC; Pateros; On-site; PHP 300,000 - 420,000; Full time

Job summary

Ingram Micro Philippines BPO LLC is seeking a seasoned Escalation Coordinator to act as the primary liaison for high-visibility customer issues. You will own end-to-end incident resolution, coordinate with multiple internal teams, and ensure timely updates to customers.

The role emphasizes strong communication, documentation, and stakeholder alignment across time zones to maintain service excellence in a fast-paced environment.

Qualifications

• 2-5 years in Customer Support, Technical Support, Customer Success, Service Delivery, or Escalation Management.
• Experience in a high-volume, high-complexity (call center) environment.
• Experience with telephone, email, and Video Conferencing (Teams) communication tools.
• Familiarity with incident management and customer service methodologies.
• Experience supporting enterprise, strategic or retail customers.

Responsibilities

• Manage assigned customer escalations.
• Ensure rapid engagement of appropriate internal departments or teams.
• Track actions, commitments, timelines, and resolution activities.
• Maintain detailed escalation records and case documentation.
• Serve as a central point of coordination between customers and internal teams.
• Facilitate de-escalation and data-gathering calls to customers and follow-up discussions.

Skills

Customer support

Escalation management

Incident management

Communication tools

Cross-functional collaboration

Tools

CRM

Zendesk

Teams

Ticketing platforms

Job description

Ingram Micro Philippines BPO LLC is seeking a seasoned Escalation Coordinator to act as the primary liaison for high-visibility customer issues. You will own end-to-end incident resolution, coordinate with multiple internal teams, and ensure timely updates to customers.

The role emphasizes strong communication, documentation, and stakeholder alignment across time zones to maintain service excellence in a fast-paced environment.