L2 Service Desk Agent

TOA Global; Mabalacat; On-site; PHP 100,000 - 400,000; Full time

Job summary

TOA Global is hiring for a Service Desk II role in Clark, Pampanga. This full-time position involves providing essential support to clients and management through case resolution, maintaining a high standard of customer satisfaction. Applicants should possess strong communication skills and experience in case management systems, and will enjoy various employee benefits, including health insurance and ongoing training opportunities.

Benefits

Health Insurance

Life Insurance

Annual paid leaves

Annual performance review increases

Tenure recognition program

Access to certifications and courses

Free coffee and chocolate drinks

Recreational facilities (billiards, table tennis)

Work-life balance

Onsite parking

Qualifications

• Experienced in managing cases effectively using the case management system.
• Strong communication and interpersonal skills suitable for a customer service environment.
• Proven ability to manage multiple cases while ensuring accuracy and service standards.

Responsibilities

• Collaborate with cross-functional teams to resolve complex cases.
• Manage multiple inquiries accurately and efficiently using case management tools.
• Ensure timely communication and resolution of issues raised by employees and clients.

Skills

Case management systems

Inbox management

Cross-functional teamwork

Analytical skills

Communication

Customer-focused attitude

Adaptability

Detail-oriented

Job description

L2 Service Desk

Number of hires: 3

Location: Clark, Pampanga

Shift: 7AM-4PM, Mon-Fri

Arrangement: Onsite (Mon-Fri), Full Time

Unlock your potential! At TOA Global, we have a deep commitment to empowering individuals to excel in their enterprises, careers, and communities. Our global footprint stretches across Australia, New Zealand, North America, Philippines, South Africa, and South America, supporting our global clients in the accounting industry.

Service Desk II plays a vital role in delivering a seamless and positive experience for TOA Global’s employees and clients. Specializing in case management, they provide timely support for inquiries and requests, offer clear guidance on company processes and policies, and efficiently resolve a wide range of issues

A core responsibility is providing critical administrative support to Client Relationship Managers (CRMs), including managing inboxes and taking action on operational and administrative requests. This enables CRMs to focus on strategic client work, contributing to the overall success of the business.

With proactive problem-solving and a commitment to exceptional service, Service Desk II agents enhance customer satisfaction and ensure every interaction is handled with professionalism and care.

Key Responsibilities:

• Collaborate with cross-functional teams to address complex cases with multiple tasks or dependencies.
• Effectively manage complex cases by utilizing case management systems and tools to track, prioritize, and resolve inquiries qwith accuracy and efficiency.
• Analyze cases to identify root causes and determine the most appropriate resolution, escalating to the appropriate department when necessary.
• Ensure timely and accurate case handling by managing multiple cases simultaneously while maintaining attention to detail and adherence to service standards.

Qualifications / Skills:

• Experienced in using case management systems and tools effectively.
• Experienced in inbox and calendar management
• Works effectively with cross-functional teams to resolve complex cases.
• Analyzes cases, identifies root causes, and determines the best resolution, initiating to the next level of support as needed.
• Manages multiple cases while ensuring accuracy and meeting service standards.
• Strong communication and interpersonal skills
• Customer-focused with a positive and professional attitude
• Adaptable and eager to learn new technologies and procedures
• Ability to thrive in a fast-paced environment and manage multiple tasks effectively
• Detail-oriented with a keen eye for accuracy.

What’s in it for you?

• A competitive salary
• Health Insurance, and Life Insurance coverage
• 21 annual paid leaves
• Annual increase (Annual Performance Review)
• Tenure Recognition Program
• Access to certifications and courses from Ab2 Institute of Accounting
• 20+ options of free coffee and chocolate drinks
• Billiards, table tennis, or foosball in our breakout room
• Work-life balance and logging off on time for you to enjoy more personal time.
• A genuinely diverse, caring, supportive and high achieving team environment.
• Ongoing training, development and career progression opportunities
• Free & conveniently located onsite parking.

We live by our VALUES to cultivate and foster growth and innovation.

BE AWESOME: Exceptional individuals create collective genius. We celebrate success, reward outstanding performance, and make work fun by fostering a supportive and inspiring environment.

KEEP IT REAL: We value honesty, accountability, and open communication. We own our actions, prioritize compassion, empathy, and understanding, and foster meaningful conversations.

BRING THE WOW: We strive for excellence in everything we do. Going the extra mile is our standard, as we are committed to delivering outstanding results.

DREAM BIG: We embrace a culture of continuous learning, exploration, and improvement. With ambitious goals, we constantly seek knowledge and self-improvement.

Visit us at: https://careers.toaglobal.com/

Join TOA Global and experience the difference!

We passionately embrace diversity and inclusion in all aspects of our organization. We believe by fostering an environment that values and celebrates individuals from diverse backgrounds, we unlock innovation, drive creativity, and amplify our ability to serve our customers and communities with excellence.