Chat Support Level 2

Service Desk Agent 2 Location : Tarlac City / Clark, Pampanga Shift : 9PM-6AM, Mon-Fri Arrangement : Onsite Unlock your potential Service Desk II plays a vital role in delivering a seamless and positive experience for TOA Global’s employees and clients. Specializing in case management, they provide timely support for inquiries and requests, offer clear guidance on company processes and policies, and efficiently resolve a wide range of issues. They are also responsible for staffing the TOA Live Chat channel, delivering real-time assistance to customers as needed. With proactive problem-solving and a commitment to exceptional service, Service Desk II agents enhance customer satisfaction and ensure every interaction is handled with professionalism and care. Responsibilities Collaborate with cross-functional teams to address complex cases with multiple tasks or dependencies. Effectively manage complex cases by utilizing case management systems and tools to track, prioritize, and resolve inquiries with accuracy and efficiency. Analyze cases to identify root causes and determine the most appropriate resolution, escalating to the appropriate department when necessary. Ensure timely and accurate case handling by managing multiple cases simultaneously while maintaining attention to detail and adherence to service standards. Provide real-time assistance via Live Chat as needed. Key Qualifications/Experience Experienced in using case management systems and tools effectively. Works effectively with cross-functional teams to resolve complex cases. Analyzes cases, identifies root causes, and determines the best resolution, initiating to the next level of support as needed. Manages multiple cases while ensuring accuracy and meeting service standards. Provides real-time assistance with clarity and efficiency via Live Chat. Why Join Us? At TOA, we believe your career should thrive alongside your personal life. That’s why we offer a complete package of benefits designed to support your growth, well-being, and happiness—both inside and outside of work: Comprehensive Health & Insurance Plan – including up to ₱50k Maternity Benefits and coverage for dependents, parents, or your common-law partner Guaranteed Annual Salary Increases with performance reviews International Career Opportunities and a global professional network Unlimited Referral Bonuses – earn cash incentives when you refer great talent Work-Life Balance – weekends off plus up to 21 Paid Leave Days a year Recognition & Rewards – celebrate your milestones with our Tenure Program, offering FREE HMO for dependents or cash incentives Professional Development – access certifications and courses through the Ab2 Institute of Accounting Competitive Perks – 20% Night Differential and Non-taxed Monthly Allowances A Family-First, People-Centered Culture that values your time, with log-off policies to ensure you enjoy your personal life Fun at Work – exclusive TOA merchandise, team activities, and a breakout room with billiards, foosball, and table tennis Convenient & Healthy Workplace – close to residences, malls, restaurants, and sports hubs We live by our VALUES to cultivate and foster growth and innovation. BE AWESOME: Exceptional individuals create collective genius. We celebrate success, reward outstanding performance, and make work fun by fostering a supportive and inspiring environment. KEEP IT REAL: We value honesty, accountability, and open communication. We own our actions, prioritize compassion, empathy, and understanding, and foster meaningful conversations. BRING THE WOW: We strive for excellence in everything we do. Going the extra mile is our standard, as we are committed to delivering outstanding results. DREAM BIG: We embrace a culture of continuous learning, exploration, and improvement. With ambitious goals, we constantly seek knowledge and self-improvement. We passionately embrace diversity and inclusion in all aspects of our organization. We believe by fostering an environment that values and celebrates individuals from diverse backgrounds, we unlock innovation, drive creativity, and amplify our ability to serve our customers and communities with excellence. #J-18808-Ljbffr