Remote Collaboration Expert

2 days ago

Mabalacat, Central Luzon, Philippines beBeeTechnical Full time ₱1,000,000 - ₱1,200,000
Job Summary

The ideal candidate will possess a strong background in managing and optimizing messaging, communications, and collaboration technologies.

Key Responsibilities
  • Ensure Service Level Agreements and Key Performance Indicators are met by taking ownership and responsibility for cases that come into the Support Management Center in a 24x7 environment.
  • Monitor queues for incoming alerts and incidents.
  • Collaborate with team members to ensure speedy resolution of client issues.
  • Take ownership of escalated cases, managing communication between customer and vendor, setting up troubleshooting calls, and accurately logging time into the system.
  • Participate in client-facing escalations and post-incident reviews to identify lessons learned.
  • Provide proactive patching services, including risk assessment, scheduling, and customer change management procedures.
  • Work closely with Technical Escalation and Service Delivery teams to resolve root cause analysis, escalations, and reports.
  • Manage escalations to vendors and participate in regular audits to ensure compliance with organizational standards and governance.
  • Mentor and share knowledge within the team, and create configuration documentation.

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