On-site Tech Support SME & Escalation Lead

Ibex Limited; Manila; On-site; PHP 420,000 - 660,000; Full time

Job summary

Ibex Limited is seeking a Subject Matter Expert to oversee day-to-day operations for its support teams in a high‑tech environment. The SME will ensure quality, accuracy and adherence to high standards across tasks and processes.

The role demands extensive knowledge of related systems, strong communication and analytical skills, and the ability to manage escalations while guiding junior staff. On-site work at IBEX Cyberpark site with flexible scheduling.

Qualifications

• Experience in high-tech IT, Telco or data centers.
• Proven Level 1 support experience.
• Knowledgeable about the product or account supported.
• Bachelor’s degree or equivalent required.
• Minimum 2 years of work experience in a technical support environment in a BPO.

Responsibilities

• Oversee day-to-day operations, performance and results for assigned teams, ensuring quality, accuracy and high standards.
• Provide subject matter expertise to support the department and guide junior team members during escalations.
• Apply knowledge of accounts, business, technology and processes to manage escalations and drive results.
• Lead and mentor teammates to meet organizational goals and customer requirements.

Skills

Tech experience

Level 1 support

Accounts knowledge

Strong communication

Analytical skills

Education

Bachelor’s Degree or equivalent

2+ years in technical support in BPO

Job description

Ibex Limited is seeking a Subject Matter Expert to oversee day-to-day operations for its support teams in a high‑tech environment. The SME will ensure quality, accuracy and adherence to high standards across tasks and processes.

The role demands extensive knowledge of related systems, strong communication and analytical skills, and the ability to manage escalations while guiding junior staff. On-site work at IBEX Cyberpark site with flexible scheduling.