Service Delivery Specialist

New-Era-Technology-Ph; Manila; Remote; PHP 360,000 - 600,000; Full time

Benefits offered by this job

Health & Wellness benefits

Group insurance

Salary loans

Government contributions

Loan assistance

13th month pay

Holiday pay

Leave benefits

Equipment provided

Job summary

New Era Technology, LLC. is seeking a Service Delivery Specialist to provide remote AV and video conferencing support, manage service requests, and coordinate technicians and vendors to ensure rapid issue resolution and exceptional customer service.

This remote role follows a Monday–Friday schedule (EST/PST) and requires basic AV knowledge, strong written and spoken communication, and the ability to troubleshoot while handling confidential information with discretion.

Qualifications

• Basic knowledge of AV equipment and video conferencing platforms.
• Excellent written and verbal communication with strong customer service.
• Able to troubleshoot issues and work independently or in a team.
• Willing to learn new skills and adapt to shifts.

Responsibilities

• Serve as primary contact for clients and vendors on service and warranty issues.
• Provide remote troubleshooting for AV and video conferencing systems.
• Manage and track service requests through the ticketing system.
• Coordinate technicians, vendors, and repair resources for efficient service outcomes.
• Process service orders, purchase orders, warranty claims, RMAs, and related documentation.
• Maintain service contracts, records, and equipment documentation.
• Assist with inventory management and identify sales opportunities.
• Deliver excellent customer service while complying with processes and standards.

Skills

AV knowledge

Video conferencing

Computer skills

Communication skills

Customer service

Interpersonal skills

Troubleshooting

Teamwork

Multitasking

Adaptability

Confidentiality

Shift flexibility

Certifications a plus

Work ethic

Job description

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 3,000 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Guided by our core attributes — putting people first, embracing continuous learning, and thriving through collaboration and inclusion — we nurture our people to deliver exceptional customer service.

If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you.

What is the role

As a Service Delivery Specialist, you'll provide remote support for audiovisual and video conferencing systems, manage service requests, coordinate technicians and vendors, and ensure issues are resolved quickly while delivering excellent customer service.

The following include but may not be limited to the responsibilities of the Service Delivery Specialist:

• Serve as the primary contact for clients and vendors regarding service, support, and warranty-related issues.
• Provide remote troubleshooting and support for audiovisual and video conferencing systems.
• Manage and track service requests through the ticketing system, ensuring timely resolution.
• Coordinate technicians, vendors, and repair resources to deliver efficient service outcomes.
• Process service orders, purchase orders, warranty claims, RMAs, and related documentation.
• Maintain service contracts, records, and equipment documentation.
• Assist with inventory management and identify potential sales opportunities.
• Deliver exceptional customer service while ensuring compliance with company processes and standards.

Work Set-up / Work Schedule

• Remote
• Monday to Friday, 8:00 PM – 5:00 PM (EST) / 9:00PM – 6:00AM (PST)

Who we are looking for

• Basic knowledge of AV equipment and video conferencing platforms
• Strong computer skills and confidence using technology
• Excellent written and verbal communication skills
• Strong customer service and interpersonal skills
• Perceptive and critical thinker with the ability to troubleshoot and resolve issues
• Team-oriented but able to work independently when needed
• Able to multitask, prioritize tasks, and work well under pressure
• Adaptable and willing to learn new skills and technologies
• Professional, reliable, and able to handle confidential information with discretion
• Flexible adjust shifts when required
• AV, Computer Science, or related certifications are a plus
• Strong work ethic and a commitment to delivering excellent service

What we offer

• Health and Wellness Reimbursement Benefits
• Sunlife Group Insurance
• Company Salary Loans
• Government contributions
• Assistance with government loan payments
• 13th month pay
• Holiday pay (for hours worked on holidays)
• Mandated Leaves
• Work equipment provided

New Era Technology, LLC., and its subsidiaries (“New Era” “we”, “us”, or “our”) in its operating regions worldwide are committed to respecting your privacy and recognize the need for appropriate protection and management of any Personal Data that you may provide us. In this, we are also committed to providing you with a positive experience on our websites and while using our products, services and solutions (“Solutions”).

We use technology enabled tools to support our recruitment process, such as resume matching and identifying potentially suspicious application activity. These tools do not make automated hiring decisions. All hiring decisions are made by people.

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