Technical Support Specialist Operations

MicroSourcing International; Manila; Hybrid; PHP 502.000 - 837.000; Vollzeit

Benefits dieser Stelle

Healthcare coverage day one

Dependent coverage

Paid time off with cash conversion

Group life insurance

Performance bonuses

Team events

Zusammenfassung

MicroSourcing is hiring a Technical Support Specialist (Operations) in Manila with hybrid work and night shifts. You will coordinate agent rosters, validate configurations, and support rent reporting and ad hoc requests. Strong English, data analytics, and 2+ years in SaaS operations are required. Proficiency with Salesforce and Looker is preferred.

Join a diverse team focused on operational excellence, reporting accuracy, and client satisfaction while leveraging AI to boost daily productivity.

Qualifikationen

• 2+ years in operations or business analytics within a SaaS company.
• Strong English written and verbal communication.
• Ability to analyze complex datasets to drive decisions.
• Ability to work independently across multiple workstreams.
• Experience with Salesforce CRM reporting and Looker BI tools.

Aufgaben

• Coordinate with consultants on agent roster changes and voice profiles.
• Validate client configurations with Implementation for complete setups.
• Submit tickets to Implementation for gaps found during audits.
• Provide status updates on open operational items.
• Be client-facing as needed for call assignment inquiries.
• Document all client interactions and outcomes.
• Support positive rent reporting workflow end-to-end.
• Handle ad hoc business requests from VP of Operational Excellence.
• Maintain records of reporting activity and escalations.
• Provide general operational support and process improvements.

Kenntnisse

English communication

Independent work

AI for tasks

SaaS ops

Data analytics

Tools

Salesforce

Looker

Jobbeschreibung

Job Description:

Discover your 100% YOU with MicroSourcing!

Position: Technical Support Specialist (Operations)

Work setup: Hybrid | Night shift

Location: Eastwood, Quezon City

Why join MicroSourcing?

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role

• Internal Coordination
• Coordinate with Consultants on agent roster changes — new hires, role changes, and departures — that affect call attribution or voice profiles.
• Work with the Implementation team to validate that new client configurations include complete agent setup and voice profile enrollment.
• Submit structured tickets or requests to Implementation when configuration gaps are identified during quality audits.
• Participate in internal check-ins and provide status updates on open operational items.
• Client-Facing Support (As Needed)
• Serve as a point of contact for client inquiries related to call assignment accuracy and agent attribution, as directed by internal stakeholders.
• Collect agent roster information or voice samples directly from clients when internal channels are insufficient.
• Communicate clearly and professionally with clients on the status of open items; elevate unresolved issues to the appropriate lead.
• Document all client interactions and outcomes.
• Positive Rent Reporting Operations
• Support the end-to-end workflow for positive rent reporting, including data intake, verification, and submission processes.
• Coordinate with internal teams and external partners to ensure accurate and timely reporting of resident payment data.
• Identify and flag discrepancies or data quality issues for review and resolution.
• Maintain records of reporting activity, submission statuses, and any escalated issues.
• Manage the Positive Rent Reporting dispute process end-to-end.
• Ad Hoc Business Requests
• Support the end-to-end workflow for ad hoc business requests as assigned by the VP of Operational Excellence.
• Coordinate with internal teams and external partners to ensure accurate and timely completion of requests.
• Identify and flag discrepancies or data quality issues for review and resolution.
• Maintain records of reporting activity, submission statuses, and any escalated issues.
• General Operational Support & Other Duties
• Take on additional operational tasks and projects as assigned by the VP of Operational Excellence.
• Document processes, maintain operational trackers, and contribute to workflow improvement efforts.
• Provide administrative support across teams as needed, including data entry, reporting, and cross-functional follow-up.
• Adapt to shifting priorities and demonstrate a proactive, solutions-oriented approach to new assignments.

Top 5 Non-Negotiable / Priority Requirements

• Excellent written and verbal English communication skills suitable for both internal coordination and client-facing correspondence.
• Comfortable working independently across multiple workstreams with minimal supervision.
• Proficiency in leveraging AI to efficiently execute daily tasks.
• 2+ years of experience in operations or business analytics within a SaaS company.
• Demonstrated ability to drive data-driven decisions by analyzing complex datasets, identifying operational bottlenecks, and building actionable business insights.

Additional Requirements / Preferred Skills

• Strong independent problem-solving and critical thinking skills with a proactive approach to operational execution.
• Proficiency with Salesforce for CRM reporting, dashboard creation, and process flows.
• Proficiency with Looker (or similar BI tools) for querying data, building interactive dashboards, and surfacing key operational metrics.
• Reliable high-speed internet connection and a professional remote work environment.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

• Terms & conditions apply

For more information, visit https://www.microsourcing.com/