Support Escalation Manager

Overview: Support Escalation Manager jobs in Cavite

Carmona, Cavite · Sutherland

Posted today

Customer Service Associate — Sutherland

You are joining Sutherland , a global business transformation company offering an integrated set of back-office and customer service support services. One of the largest, independent process transformation companies in the world, Sutherland serves marquee clients in major industry verticals. With our head office in Rochester, New York, USA, Sutherland spans 60 locations across 19 countries supporting 8 industries, focusing on delivering results that businesses can see, resulting in improved experiences that their customers can feel.

You are also expected to :

• Provide an excellent customer service assistance to clients
• Enjoy a set of Industry-leading benefits
• Get paid while in training
• Experience a set of global opportunities
• Grab not a job, but a promising career

MINIMUM QUALIFICATIONS :

• Finished at least 2 years in college (or High School Graduate + work experience)
• Excellent English written and verbal communication skills
• Good knowledge of computers
• Ability to take the initiative to continuously enhance product, quality and technical skills

JOB HIGHLIGHTS :

• Enjoy a set of Industry-leading benefits
• Get paid while in training
• Receive HMO and free dependent
• Employee referral incentives
• Vacation and Sick Leaves
• We have sites nationwide that can be near your location
• Stable & secured company

Benefits :

• Paid training

Schedule :

• 8 hour shift
• Rotational shift

Supplemental Pay :

• 13th month salary
• Overtime pay
• Performance bonus

Education :

• Senior High School (preferred)

Experience :

• Customer Service Representative: 1 year (preferred)

Language :

• English (preferred)

IT Technical Support

Posted today

Job Description

Key Responsibilities :

1. Technical Support and Troubleshooting

• Provide level 1 and 2 IT support to end-users across departments (office and production).
• Diagnose and resolve hardware, software, printer, scanner, and network issues.
• Respond promptly to helpdesk tickets, system alerts, and emergency IT requests.
• Support production operators and supervisors with IT-related machine interface issues.

2. Hardware and Software Maintenance

• Install, configure, and maintain desktop computers, laptops, printers, routers, switches, and other devices.
• Monitor the condition of IT equipment across the plant and schedule regular maintenance.
• Perform updates, patches, and configurations for software applications used in manufacturing and administration.

3. Manufacturing Systems and Equipment Support

• Provide technical support for plant-based systems, including ERP modules, POS (if used), barcode scanners, label printers, and production monitoring software.
• Assist in troubleshooting HMI, PLC connections, or networked production systems (as applicable).
• Coordinate with machine suppliers for IT-related integration or repair issues.

4. Network Administration Support

• Support the maintenance of LAN, WAN, and Wi-Fi infrastructure in the plant and office areas.
• Assist in monitoring and securing network devices (firewalls, routers, switches).
• Perform basic cabling, routing, and troubleshooting of network connections and ports.

5. Asset and Inventory Management

• Maintain accurate records of IT equipment, software licenses, and access credentials.
• Tag, track, and monitor IT assets (desktops, laptops, routers, IP cameras, etc.).
• Recommend procurement or upgrades based on equipment life cycle and plant needs.

6. CCTV, Biometrics, and Security Systems

• Support installation and maintenance of CCTV systems, DVR/NVR units, IP cameras.
• Maintain and troubleshoot biometric timekeeping and access control systems used in the plant.
• Coordinate with HR and Security departments to ensure correct system operation and data logs.

7. Data Backup and System Protection

• Ensure data backups (local/cloud) are scheduled and successfully completed.
• Implement and monitor antivirus systems, firewalls, and basic IT security protocols.
• Restore lost data or systems in the event of hardware failure or user error.

8. IT Documentation and Reporting

• Maintain documentation of technical procedures, configurations, network diagrams, and troubleshooting logs.
• Submit weekly/monthly IT activity reports to the IT Manager or Plant Head.
• Participate in audits (internal/external) by providing required system or asset documentation.

Qualifications :

• Bachelor's degree in Information Technology, Computer Science, or any related course.
• At least 3–5 years of experience in an IT support role, preferably in a food manufacturing or industrial setting.
• Strong technical knowledge in hardware support, networking, and systems troubleshooting.
• Familiarity with production systems, ERPs, inventory software, and plant automation interfaces.
• Experience with Windows OS, Microsoft Office, printers, scanners, and barcode systems.
• Basic understanding of networking (IP addressing, LAN/WAN, switches, cabling).
• Knowledge of CCTV, biometric, and IP-based security systems.
• Ability to work independently under minimal supervision.
• Physically fit and willing to perform on-site technical work, including lifting, installation, and repairs.

Job Type: Full-time

Technical Support Associates

Posted 1 day ago

Job Description

Technical Support Representatives (Dasmarinas, Cavite)

Got six (6) months or more of technical support experience? Get hired and jumpstart your iQorian journey with us. Be More with iQor

From customer interactions to product support, we\'ll help you reach, stretch and realize your potential. Grow More with your own customized career path. Learn More with award-winning training. Earn More with industry-leading compensation. And Care More in a culture that treats you like family and gives back to the community. A world of opportunity is waiting. Let\'s get started

You've got energy, enthusiasm, drive and determination. We\'ve got competitive compensation, great benefits, and a career path that rewards performance with growth and opportunity. Let\'s match

Our Technical Support Representatives or Call Center Agents are responsible for:

• Handling inbound customer service calls;
• Processing inbound sales calls;
• Taking inbound or placing outbound calls;
• Answering technical support inquiries via incoming calls, chat or email;
• Demonstrating excellent customer service skills with the ability to take ownership in assisting, researching and resolving customer issues; and
• Performing other duties as assigned.

• Previous six months or more call center or customer service experience is required;

• Ability to develop rapport and demonstrate a caring attitude;

• Excellent data entry and internet navigation skills;

• Clear and distinct oral and written communication skills in English;

• Must be detail oriented;

• Dynamic interpersonal and judgment skills;

• Professional demeanor and dependable work ethic;

• Ability to work in a fast-paced environment and multi-task; and

• With at least a Highschool diploma, G.E.D., Trade/Vocational School certificate or equivalent required.

Job Type: Full-time, Permanent

About iQor

What\'s to love about being an #iQorian?

• HMO and you can enroll up to FIVE (5) dependents including Common Law Spouse/LGBT Partner
• Quarterly Appraisals
• Monthly Performance Incentives
• Up to 30 Days Paid Leaves with 21 Days convertible to cash

*Terms and conditions apply.

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