Subject Matter Expert | Technical Support Account | Cyberpark

Ibex Limited; Manila; On-site; PHP 420,000 - 660,000; Full time

Job summary

Ibex Limited is seeking a Subject Matter Expert to oversee day-to-day operations for its support teams in a high‑tech environment. The SME will ensure quality, accuracy and adherence to high standards across tasks and processes.

The role demands extensive knowledge of related systems, strong communication and analytical skills, and the ability to manage escalations while guiding junior staff. On-site work at IBEX Cyberpark site with flexible scheduling.

Qualifications

• Experience in high-tech IT, Telco or data centers.
• Proven Level 1 support experience.
• Knowledgeable about the product or account supported.
• Bachelor’s degree or equivalent required.
• Minimum 2 years of work experience in a technical support environment in a BPO.

Responsibilities

• Oversee day-to-day operations, performance and results for assigned teams, ensuring quality, accuracy and high standards.
• Provide subject matter expertise to support the department and guide junior team members during escalations.
• Apply knowledge of accounts, business, technology and processes to manage escalations and drive results.
• Lead and mentor teammates to meet organizational goals and customer requirements.

Skills

Tech experience

Level 1 support

Accounts knowledge

Strong communication

Analytical skills

Education

Bachelor’s Degree or equivalent

2+ years in technical support in BPO

Job description

Overview

The Subject Matter Expert provides support within the department and are responsible for overseeing the day to day operation, performance and results for their assigned teams ensuring work is performed with quality, accuracy and with the highest standards. The SME must have extensive knowledge of systems related to the job function and expertise for all tasks and processes for which they support.

Responsibilities

The Subject Matter Expert provides support within the department and are responsible for overseeing the day to day operation, performance and results for their assigned teams ensuring work is performed with quality, accuracy and with the highest standards. The SME must have extensive knowledge of systems related to the job function and expertise for all tasks and processes for which they support.

Qualifications

Knowledge

• Experience in the high-tech industry, preferably in IT, Telco or data centers

• Track record in providing excellent service while in Level 1 support

• Knowledgeable on product or account he or she will be supporting

Skills

• Strong communication skills

• Above average reporting skills

• Excellent analytical skills

• Must possess effective organizational skills and time management skills

Abilities

• Ability to apply knowledge of accounts business, technology and processes to manage escalations and lead more junior team members.

• Ability to problem solve independently and make fast but high-quality decisions

• Ability to create, interpret and analyze reports

• Ability to exhibit professionalism

• Ability to drive for results and motivate others in order to meet organizational goals, expectations and requirements of internal and external customers.

• Ability to work a flexible schedule (graveyard/shifting schedule)

Qualifications

• Bachelor’s Degree (any field) or equivalent work experience

• Minimum of 2 years work experience in technical support environment in a BPO industry

• Has experience with Internet Connectivity Troubleshooting in Call Center setting

• Amenable to work on-site

• Willing to work in IBEX Cyberpark site

• Can start ASAP