MAS Tech Services Technical Consultant

adpinternalcareers; Makati; On-site; PHP 420,000 - 540,000; Full time

Job summary

ADP Internal Careers in Makati is seeking a specialist to provide real time floor support for process and product queries, delivering fast, accurate guidance to frontline teams.

The role involves evaluating calls, offering technical coaching, and guiding escalations according to defined parameters, with emphasis on improving SLA performance and knowledge transfer.

Qualifications

• Experience in real time floor support and issue triage.
• Ability to coach and mentor associates on technical topics.
• Familiarity with escalations and SLA targets.

Responsibilities

• Provide real time floor support for process and product queries.
• Perform call evaluations and technical coaching.
• Follow through on complex and escalated dispatch/cases from escalation parameters.
• Provide trending analysis on call and case management and identify drivers of SLA failures.
• Contribute to best practices and mentor new associates.

Skills

Call evaluation

Technical coaching

Escalation management

Process improvement

Workflow prioritization

Mentoring

SLA awareness

Job description

Real time floor support for process and product queries

Perform call evaluations and technical coaching

Follow through on complex and escalated dispatch/cases from the defined escalation parameters

Provide trending analysis on call and case management, top driver for failure in meeting SLA, and product knowledge transfer.Proven proficiency in prioritizing critical client issues and managing workflow.

Consistently contributes to identifying best practices and acts in a mentor capacity within service support teams to drive success of new and developing associates

Can influence business leaders to proactively address technology challenges

Understands current technical know hows as well as involved in improving processes and procedures