PRC Admin

Op360; Philippines; Remote; PHP 240,000 - 420,000; Full time

Job summary

Op360 is seeking a remote Global Escalation Support Specialist to provide end-to-end escalation handling across software and product lines. You will collaborate with a multinational team while delivering exceptional customer experience.

You will capture data in CRM, share insights with leadership, meet KPIs, and balance regional time zones to support clients worldwide while working autonomously when needed.

Qualifications

• Fluent or native English, written and verbal.
• Attention to detail with ability to articulate data insights.
• Flexible working hours to accommodate regions.
• Familiarity with software and hardware products; eagerness to learn.
• Empathy for customers, partners, and client contacts.
• Problem-solving mindset and focus on excellent CX.
• Proficient in Microsoft Office (Outlook, Excel, PowerPoint).
• Experience in multinational/multicultural environments preferred.
• Working knowledge of Salesforce or other CRM tools.
• 2 years experience in similar workstream (administration, ticket support).

Responsibilities

• Provide global escalation support across different software and product lines.
• Engage tickets with urgency, ensuring excellent customer experience.
• Escalate and deescalate tickets to appropriate channels and record data in CRM.
• Share insights and trends with leadership and clients.
• Maintain a partner index with key data points.
• Work as part of a global team, and autonomously when required.
• Communicate effectively via email, social media, phone, and video conferences.
• Meet or exceed internal KPIs and response time targets.
• Exhibit strong teamwork while able to work independently.

Skills

Fluent English

Attention to detail

Customer empathy

Problem-solving

CRM proficiency

Multi-region support

Outlook

Excel

PowerPoint

Team collaboration

Tools

Salesforce

CRM software

Job description

This is a remote position.

What will you do?

• Provide global escalation support across different software and product lines.
• Engage all tickets with urgency, with excellent customer experience at heart of all you do.
• Escalate and Deescalate tickets to appropriate support channels. o Accurately capture data within CRM.
• Share insights and trends back to leadership & client.
• Maintain a partner index updated with key data points.
• Work as part of global team but also autonomously when required.
• Communicate effectively internally and externally, including emails, social media, phone, and video conferences.
• Meet or exceed internal KPIs and response time targets for urgent tickets, ensuring both timely resolution of customer issues and alignment with organizational objectives.
• Exhibit strong teamwork skills while also demonstrating the ability to work independently when required.

Requirements

Skills & Qualifications:

• Fluent / Native level of proficiency in English, both written and verbal
• Exceptional attention to detail with the ability to articulate data insights and trends information
• Slightly flexible with working hours to balance different regions
• Familiarity with software and hardware products is a plus. Must be eager to learn new technologies.
• Ability to empathize with the customer, partners and client contacts
• Problem-solving mindset and passionate about delivering excellent customer experience
• Proficient use of Microsoft Office Suite (especially Outlook, Excel and PowerPoint)
• Experience working in multinational and multicultural environments is preferred
• Working knowledge of Salesforce and/or other CRM tools is a plus
• 2 years experience in similar workstream (Administration, ticket support, back office function)