Onsite Service Desk Associate — Night Shifts, KPI-Driven

Infosys BPM Philippines; Taguig; On-site; PHP 420,000 - 680,000; Full time

Job summary

Infosys BPM Philippines in Taguig is seeking a Customer Support Associate to provide 1st level technical and customer support via calls, chat and email, following SOPs to restore services and fulfill requests. You will analyze issues, coordinate with cross-functional teams, and drive resolutions while meeting KPIs and SLAs.

This role is 100% onsite with potential night shifts, weekends, and shift rotations.

Qualifications

• Strong communication and customer service skills.
• Analytical and problem-solving abilities.
• Ability to follow systematic troubleshooting approaches.

Responsibilities

• Assist customers primarily through calls, with email and chat depending on program needs.
• Provide 1st level technical support and service restoration to ensure maximum availability of information systems.
• Coordinate with cross-functional teams and support leads in training, reviews, and escalation handling.
• Meet program-specific KPIs and SLAs while following established processes and SOPs.

Skills

Strong communication

Customer service

Analytical problem solving

Troubleshooting approach

Job description

Infosys BPM Philippines in Taguig is seeking a Customer Support Associate to provide 1st level technical and customer support via calls, chat and email, following SOPs to restore services and fulfill requests. You will analyze issues, coordinate with cross-functional teams, and drive resolutions while meeting KPIs and SLAs.

This role is 100% onsite with potential night shifts, weekends, and shift rotations.