Global PRC Admin: Remote Support & Insights

Op360; Philippines; Remote; PHP 240,000 - 420,000; Full time

Job summary

Op360 is seeking a remote Global Escalation Support Specialist to provide end-to-end escalation handling across software and product lines. You will collaborate with a multinational team while delivering exceptional customer experience.

You will capture data in CRM, share insights with leadership, meet KPIs, and balance regional time zones to support clients worldwide while working autonomously when needed.

Qualifications

• Fluent or native English, written and verbal.
• Attention to detail with ability to articulate data insights.
• Flexible working hours to accommodate regions.
• Familiarity with software and hardware products; eagerness to learn.
• Empathy for customers, partners, and client contacts.
• Problem-solving mindset and focus on excellent CX.
• Proficient in Microsoft Office (Outlook, Excel, PowerPoint).
• Experience in multinational/multicultural environments preferred.
• Working knowledge of Salesforce or other CRM tools.
• 2 years experience in similar workstream (administration, ticket support).

Responsibilities

• Provide global escalation support across different software and product lines.
• Engage tickets with urgency, ensuring excellent customer experience.
• Escalate and deescalate tickets to appropriate channels and record data in CRM.
• Share insights and trends with leadership and clients.
• Maintain a partner index with key data points.
• Work as part of a global team, and autonomously when required.
• Communicate effectively via email, social media, phone, and video conferences.
• Meet or exceed internal KPIs and response time targets.
• Exhibit strong teamwork while able to work independently.

Skills

Fluent English

Attention to detail

Customer empathy

Problem-solving

CRM proficiency

Multi-region support

Outlook

Excel

PowerPoint

Team collaboration

Tools

Salesforce

CRM software

Job description

Op360 is seeking a remote Global Escalation Support Specialist to provide end-to-end escalation handling across software and product lines. You will collaborate with a multinational team while delivering exceptional customer experience.

You will capture data in CRM, share insights with leadership, meet KPIs, and balance regional time zones to support clients worldwide while working autonomously when needed.