Global Support Specialist - Night Shift & Ticket Resolution

Trax Group

Philippines

On-site

PHP 391,000 - 614,000

Full time

3 days ago

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Job summary

Trax Group is seeking a Global Support Specialist in the Philippines. The role provides first-level customer and carrier support via email, ticketing, or phone and requires quick analysis to determine resolution within the Global Support scope.

You will triage, monitor SLA progress, document procedures, and generate reports while collaborating with cross-functional teams. The candidate should have a Bachelor’s degree in CS/IT/Industrial Eng/CE or related field, 1–2 years of relevant experience,

Qualifications

Bachelor’s degree in CS/IT/Industrial Engineering, Computer Engineering or related field.

Responsibilities

Provide first level contact to customer and carrier requesting assistance through email, ticket or phone.
Perform first level analysis of issue or request and determine if resolution can be provided within Global Support team.
Process request or provide resolution to issue within Global Support Services scope.
Triage ticket or email to Functional team owner, monitor progress up to ticket closure within SLA.
Manage tickets received through Help Center, regularly monitor, follow-up aging open customer tickets and provide latest update.
Document workflows, Help Desk operating procedures.
Create manual customer and LSP reports as required.
Perform prepayment processing on selected customers.
Acts as an advocate for continuous improvement, identifying opportunities and efficiencies.