Escalations Support (Billing, Claims) - Shifting Schedule

Ingram Micro; Taguig; On-site; PHP 360,000 - 600,000; Full time

Job summary

Ingram Micro in Taguig, Philippines, is seeking an escalation coordinator to act as the primary liaison for critical customer escalations. You will manage incidents from intake to resolution, coordinating with internal teams and driving timely communications and actions to ensure customer advocacy.

The role requires 2-5 years in relevant fields, experience with CRM and Zendesk, and the ability to work across time zones in a fast-paced IT environment.

Qualifications

• 2-5 years in Customer Support, Technical Support, Customer Success, Service Delivery, or Escalation Management, preferably in a high-volume environment.
• Experience in communication tools across telephone, email and video conferencing (Teams), as well as CRM/Zendesk.
• Experience in IT industry, some understanding of Cloud and IT provider space.
• Familiarity with incident management and customer service methodologies.
• Experience supporting different customer segments including enterprise, strategic or retail.
• Able to work in varying time zones to support the business.

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

Escalation management

Customer support

Communication tools

Incident management

IT industry experience

Time zone flexibility

Tools

CRM systems

Zendesk

Teams (Video Conferencing)

Job description

Overview

This associate serves as the primary coordinator for customer escalations requiring heightened visibility and cross-functional engagement. The role manages critical incidents from intake through resolution, ensuring timely communication, stakeholder alignment, issue ownership, and customer advocacy.

Overview

This associate serves as the primary coordinator for customer escalations requiring heightened visibility and cross-functional engagement. The role manages critical incidents from intake through resolution, ensuring timely communication, stakeholder alignment, issue ownership, and customer advocacy.

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.

Requirements

• 2-5 years in Customer Support, Technical Support, Customer Success, Service Delivery, or Escalation Management, preferably experience in a high volume, high-complexity (call center) environment.
• Experience in communication tools across telephone, email and Video Conferencing (Teams), as well as client, case management and ticketing platforms (CRM, Zendesk, etc.)
• Experience in the IT industry, some understanding of the Cloud and IT provider space
• Familiarity with incident management and customer service methodologies.
• Experience supporting and directly interacting with different customer segments, including but not limited to enterprise, strategic or retail customers.
• Able to work in varying time zones to support the business.