Technical Support Specialist (Operations)

MicroSourcing International; Manila; Hybrid; PHP 502,000 - 893,000; Full time

Benefits offered by this job

Competitive rewards

Health coverage on day one with depend

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing invites a Technical Support Specialist (Operations) to join our hybrid, night-shift team in Eastwood, Quezon City. You will coordinate internal and client-facing operations, validate configurations, and drive data-driven improvements across rent reporting and ad hoc requests.

You will work with consultants and the Implementation team, escalate issues, maintain records, and support reporting accuracy while leveraging Salesforce and Looker to surface key metrics for stakeholders.

Qualifications

• Excellent written and verbal English communication for internal coordination and client-facing work.
• 2+ years of experience in operations or business analytics within a SaaS company.
• Ability to leverage AI to execute daily tasks efficiently.
• Proven ability to drive data-driven decisions by analyzing complex datasets.
• Comfortable working independently across multiple workstreams with minimal supervision.

Responsibilities

• Coordinate with consultants on agent roster changes and notify updates affecting call attribution.
• Validate client configurations include complete agent setup and voice profile enrollment with Implementation.
• Submit structured tickets to Implementation for configuration gaps identified during audits.
• Provide status updates on open operational items and participate in internal check-ins.
• Act as a client-facing support point for call assignment accuracy and agent attribution.
• Collect roster information or voice samples from clients when needed and document outcomes.
• Maintain records of reporting activity, submission statuses, and escalated issues.
• Support end-to-end Positive Rent Reporting workflow including data intake and verification.
• Handle ad hoc business requests and coordinate with internal/external teams to ensure timely completion.

Skills

English communication

Independent work

AI utilization

Operations analytics

Data-driven decisions

Tools

Salesforce

Looker

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?

You'll Have

• 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; escalated 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%!

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

• Terms & conditions apply