Senior Technical Support & Process Optimization Lead

HCLTech; Taguig; On-site; PHP 600,000 - 900,000; Full time

Job summary

Sapsf in Manila is seeking a Senior Process Associate - Technical to manage telecom service orders, coordinate with internal teams and external providers, and ensure timely activation of customer services while meeting SLA commitments.

The role requires strong diagnostic and troubleshooting skills, excellent written and verbal communication, and a service mindset focused on delivering exceptional customer service.

Qualifications

• Strong technical diagnosis and troubleshooting abilities.
• Excellent written and verbal communication.
• Familiarity with customer satisfaction management concepts.
• Service mindset focused on delivering exceptional customer service.

Responsibilities

• Manage complex telecom service orders and coordinate with internal teams and providers.
• Ensure timely activation of customer services and meet SLA commitments.
• Guide escalation procedures and drive first-call resolution.
• Monitor and coach call quality; provide feedback to junior associates.
• Assist onboarding of new team members with training and support.
• Lead initiatives to optimize call handling and service efficiency.
• Coordinate with carriers to ensure order completion.
• Track order status and provide stakeholder updates.
• Support continuous process improvement initiatives.

Skills

Technical Diagnosis

Communication Skills

CSM Principles

Service Mindset

Job description

Sapsf in Manila is seeking a Senior Process Associate - Technical to manage telecom service orders, coordinate with internal teams and external providers, and ensure timely activation of customer services while meeting SLA commitments.

The role requires strong diagnostic and troubleshooting skills, excellent written and verbal communication, and a service mindset focused on delivering exceptional customer service.