We're looking for talents to join our team.

Sr. Technical Support Case Agent ​

Summary of Function:  

• Answer incoming calls and emails and respond to customer questions and requests.
• Determine and document issues and route the request to the appropriate engineering resource.
• Monitor and triage alarms and route them to the appropriate engineering queue.
• Manage maintenance data to ensure information is current and accurate.

Job Qualification: 

• College graduate
• With 2-4 years of Helpdesk Tier 1 or Technical Support experience
• With CompTIA A+ Certification
• Working knowledge of Microsoft Word, Excel, Outlook, and PowerPoint is required.
• Knowledge of Microsoft CRM is beneficial.
• Excellent verbal and written English communication skills.
• Ability to multitask and prioritize tasks effectively in a fast-paced environment.
• Strong problem-solving skills.
• Ability to work independently.
• Willing to work on the graveyard and shifting schedules, including weekends and holidays.

 Duties and Responsibilities: 

• Answer incoming calls. Gather customer information, determine the request or issues' criticality and urgency, and send the ticket to the appropriate engineering resource.
• Handle internal and external customer concerns via email and route to the correct department or engineering resource.
• Process Portal tickets and evaluate the request.
• Determine and document the issue.
• Open and manage support cases in the ticketing system.
• Coordinate with internal resources and vendors to locate and ship replacement parts.
• Establish and communicate expectations to customers.
• Monitor requests and responses to ensure that Service Level Agreements (SLA) are met.
• Provide superior customer service throughout the lifecycle of each case.
• Manage maintenance data to ensure information is current and accurate in CRM.
• Acknowledge and manage Maintenance and Ignore Alarm notifications from both the customers and the engineers
• Assist the customer with setting up an account or resetting the password in the 1463 Portal.
• Monitor and triage alarms for Avaya, Cisco, Microsoft, and WatchGuard.
• Examine the alarms and tickets to determine behavioral patterns.
• Review and assign alarms based on the criticality of the issue.
• Assist the engineers in resolving tickets when necessary.
• Suppress alarms within 24 hours when needed otherwise assign it to an engineer.
• Coordinate with engineers and other internal resources to arrange onsite dispatch.
• Coordinate with internal resources and vendors to locate and ship replacement parts.
• Assist the engineers with routing requests and automated tickets to the correct queue.
• Assist the engineers in resolving tickets when necessary.
• Perform basic Troubleshooting for end user VMWare concerns specifically rebooting the machine and resetting the end user's password.
• Manage and process Devolutions requests and send them to the appropriate engineering queue.
• Pull Daily Total Call and Email reports.
• Schedule Weekly and Daily ticket works of customers with Special Handling requests.
• Coordinate with the contract team regarding expired/canceled contracts to confirm the removal of monitoring.
• Perform additional projects or tasks related to alarm and ticket handling assigned by the team lead or the manager.
• Performs other related tasks that may be assigned from time to time.

HR and Admin Specialist ​

Summary of Function:  

As an HR and Admin Specialist, you are primarily responsible for managing key HR functions such as recruitment, employee relations, performance management, and compliance with company policies and labor laws. You will be assisting on the general functions of the Human Resources Department where you will work together with the Human Resources Manager in maintaining the order and development of the employees and the company. This full-time position combines responsibilities in human resources management with key administrative and sales-related tasks. The ideal candidate will be organized, proactive, and able to efficiently handle both HR and administrative tasks to support the overall smooth operation of the company.

Job Qualification: 

• You should be a graduate of any of these related courses:

           o   Bachelor of Science of Psychology, Human Resources, and or Sociology  

           o   Business Related courses such as Management, Business Development, and or Business Administration 

• You should have had at least 2-3 years’ experience in all General Human Resources Functions 
• You must have the ability to adapt seamlessly and work independently  
• You must have an excellent verbal and oral communication skills 
• You should be adapted in building structure, policies, training and development for the employees and the company.  
• You are expected to have a basic to advanced knowledge in using common Microsoft Office applications, cloud applications, maintaining database, HR SAAS basics. 
• You should be knowledgeable on the manual and online processes in transacting with the following offices: SSS, PAG-IBIG, PHILHEALTH, BIR, and other government offices that is necessary for the business. 
• You should be well informed about the Philippine labor policies and benefit and wages implementation. 
• You should be familiar with the basic accounting functions and terms. 
• You should be willing to perform other tasks that is related to your function or your department that may be assigned to you by your immediate superior 
• You must be willing to work on odd schedules such as shifting, overtime, weekends, and holidays. 
• You must be willing to work in our office in BGC, Taguig or at home once WFH functions are enabled or required. 
• You must be willing to create a fully functioning work-from-home setup with available support that you will be provided. 
• You should be able to comply to the health protocols required expected for you to fully function in your duty as the HR Specialist. 

Duties and Responsibilities: 

Human Resources:

• You will be working in the Human Resources department and will help maintain order and the development of the employees and the company.  
• Assist in the recruitment, onboarding, and orientation of new employees.  
• Create and maintain sourcing database and reports. 
• Process, collects, and maintain 201 databases of employees. 
• Maintain and ensure accuracy of data being process for the new hires, employee’s movement, separation, and other reportorial documentation related to employment cycle. 
• Assist in payroll processing, benefits administration, and employee engagement initiatives. 
• Ensure timely administration and reporting of employee benefits according to the current progress, and employee tenure. 
• Assist in monitoring any new government implemented law, benefits, and salary adjustments. 
• Help in creating memos, announcements, communications, and policies that is strategically beneficial for the company and employees 
• Assist in developing employee engagement programs that will help bridge career progress gap, or that will be helpful for employees physical and mental well-being. 
• Assist in coordinating and communicating with different departmental managers in ensuring effectiveness and implementation of the company policies. 
• Assist in updating employee handbook according to the recent implementation of the Department of Labor and Employment and company future strategic goals. 
• Assist and coordinate employee requests and responses to ensure that inquiries are attended to in a timely manner. 

General Office Administrative Support: 

• Maintain and track office inventory, including pantry and office supplies, ensuring timely replenishment and availability. 
• Coordinate with vendors for office supply orders and other administrative requirements 
• Manage the office environment, ensuring it is well-stocked, organized, and conducive to productivity. 
• Ensure smooth functioning of day-to-day operations related to office supplies and pantry needs 

Sales Administrative Support: 

• Assist with processing, tracking and reconciling sales-related financial data and ensure smooth communication between the sales and accounting departments. 
• Facilitate any sales-related payments and coordinate with the sales and accounting teams for timely and accurate payment processing. 
• Support the sales team with any additional tasks related to orders, deposits, or documentation if necessary.