Remote Site Escalation Specialist — Support Insights

Outsourced Quality Assured Services Inc. (ISO Certified); Metro Manila; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

Outsourced Quality Assured Services Inc. (ISO Certified) seeks a Site Escalation Specialist to bridge frontline support with Netflix’s technical and escalation teams. Based in the Philippines, you will monitor incidents, collect data, and communicate issues and insights to stakeholders.

You will troubleshoot across Windows, macOS, browsers, and consumer devices, documenting patterns and guiding agents and team leaders. The role is remote with occasional travel to Makati if needed.

Qualifications

• Strong understanding of customer service KPIs and operational performance.
• Strong technical troubleshooting skills across Windows, macOS, web browsers, consumer devices, home networks, and internet connectivity.
• Excellent written and verbal communication skills.
• Strong English communication skills together with the local language.
• Ability to explain technical issues in simple terms.
• Strong attention to detail and documentation skills.
• Ability to identify patterns and trends across issues.
• Confidence working independently with cross-location teams.
• Ability to manage shifting priorities and multiple tasks.
• Proven track record of strong performance in the current role.

Responsibilities

• Provide support during technical issues, service incidents, and outages.
• Identify and elevate recurring customer and agent issues.
• Gather information to help technical teams understand issue scope, impact, and root cause.
• Serve as a local Netflix product and technical specialist for agents and Team Leaders.
• Coordinate and track escalations and bug reports.
• Provide regular updates on site-raised issues and escalations.
• Identify trends and convert findings into actionable insights.
• Highlight customer and agent experience friction points.
• Support research callbacks, knowledge content updates, and translations when required.
• Gather agent feedback through meetings and other channels.
• Participate in Netflix issue, insight, and escalation meetings.
• Assist ad-hoc investigations and business requests.

Skills

Customer service KPIs

Technical troubleshooting

English communication

Documentation

Pattern analysis

Independent work

Tools

Zendesk

Jira

Telephony systems

Job description

Outsourced Quality Assured Services Inc. (ISO Certified) seeks a Site Escalation Specialist to bridge frontline support with Netflix’s technical and escalation teams. Based in the Philippines, you will monitor incidents, collect data, and communicate issues and insights to stakeholders.

You will troubleshoot across Windows, macOS, browsers, and consumer devices, documenting patterns and guiding agents and team leaders. The role is remote with occasional travel to Makati if needed.