Network Support Officer I Hybrid

We're Hiring: Network Support Officer

Looking for a role that fosters collaboration, creativity and career growth in a vibrant office environment? We got you covered

We are currently on the lookout for a Network Support Officer to join our team at Cloudstaff, the #1 workplace everywhere Think you qualify for the role? Attach a 1-2 minute video intro and introduce yourself to us so we can meet you virtually. Attach this together with your updated CV to become a priority applicant

Role: Network Support Officer

Work Arrangement: Hybrid

Location: Philippines - Angeles (Pampanga)

Schedule: Morning Shift

Key Responsibilities:

• Provide high quality customer service to facilities to ensure smooth flow of inquiries and complaints
• Manage Freshdesk queues to ensure facility support metrics are being me
• Providing internal support to relevant teams
• Ensure facility price increases and contracts are maintained and managed as per contract requirements
• Assist Team Leader with special projects as required
• First responder to facility support enquiries and where enquiries need to be allocated, the correct timely allocation of the tickets to the correct person/department.
• Management of Freshdesk queue to ensure facility support KPI's are met and exceeded
• Provide first class customer service to facility supplier to develop and strengthen relationships
• Ensure timely and professional handling of any customer service enquires
• Ensure all relevant systems are kept up to date for all Facility information including contractual information, key activities, contacts, and any other relevant information as required
• Provide facilities with reports and data as required
• Assist facilities with invoice/visit data correction requests
• Liaise with facilities on any invoice or visit data request escalations from the finance team
• Ensure facility staff member FP portal users remain accurate and assist with enquires relating to FP portal access
• Assist the Operations team with responses to huddles on facility related requests
• Build rapport and introduce FP processes to new facility staff members
• Ensure the FP team is kept up to date with changes in the facility network
• Provide weekly visit data reports for key facilities as required
• Assist with maintenance of key data including contracts and price increases.

Qualification and requirements:

• Provide first point QR code issue troubleshooting
• Member status checks
• Work with facility partners to ensure visit capture is compliant as per FP requirements
• Ensure facilities are utilising the best visit capture process suitable
• Resolve reporting or visit capture issues with facility partners and escalate to IT team when required

Process Management and Improvement

• Ensure key processes are identified, documented and understood by internal staff and facilities
• Proactively develop and execute on plans to improve the quality of relationships with facilities and facility related processes
• Propose and develop initiatives that drive business performance (people, processes, products, technologies)

Reporting and Administration

• Ensure timely delivery of reports (external and internal)
• Report details of facility support activities, share learnings and innovations
• Contribute to Board reporting as required

Business Acumen

• Ability to manage relationships with key stakeholders (facility providers)
• Financial literac
• Contract literacy
• Sound level of computer literacy with good excel and database management skills

Communication & Engagement

• Strong verbal and written communication skills
• Ability to develop long term and influential business relationships via a strong focus on customer service
• Proactive approach to improving facility engagement processes
• Team player and thrives in a high expectations culture

Organisation

• Self-starter, planning, time management and prioritisation skills
• Proven ability to work independently and meet deadlines.

Experience:

• Previous experience in a customer service role
• Experience and/or knowledge of the fitness industry would be desirable
• Experience with MS Office Suite (particularly Excel and Word) and Adobe
• Data analysis ability

Qualities:

• Strong attention to detail and accuracy
• Accepts accountability and has ability to work independently and meet deadlines
• Ability to establish and maintain relationships at all levels
• Strong teamwork ethic as part of a high performing team
• Energetic and driven
• Honest and reliable
• Able to maintain confidentiality and display integrity
• A strong motivation to succeed both personally and within the context of the team and organisation overall
• Administration or business training
• Gym providers/channel partners
• Network Development team in Australia, New Zealand, and Philippines
• Staff of FP

Perks & Benefits (Work From Home/Hybrid)

• Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment
• Flexible leave credits which may be used for vacation, emergency and sick leaves
• Quarterly perks boxes for WFH staff, offering groceries and snacks to keep you fueled  Superb and exciting Mid-Year Parties – with items to give away and cash prizes
• Endless opportunities for career advancement
• Annual Performance Review with Salary Increase
• We set you up for success with a company-provided PC/Laptop and fiber internet connection
• Tech-on-wheels Support
• Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues
• International career growth and connections
• Unlimited cash incentives for hired referrals
• Mental Wellness Employee Assistance program through Lifeworks
• In-house psychiatrist available to support employees' well-being
• Become part of the Employee Share Units program
• Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc.

Cloudstaff : Build Your Career, Anywhere

Established in 2005, Cloudstaff is a leading outsourcing company that empowers businesses to thrive through smarter talent solutions. We're passionate about creating a work environment that fosters your professional growth and overall well-being.

Why Cloudstaff is the #1 Workplace?

• Award-winning Culture: We're committed to building the #1 Workplace Everywhere, with a proven track record of staff engagement initiatives and industry recognition

• Invest in You: We support your development through comprehensive training programs, mentoring and opportunities for career advancement

• Thrive as an Individual: We offer a strong work-life balance with flexible schedules, meaningful perks and a collaborative team environment.

**To become a priority applicant, please share a 1-2 minute video introduction detailing you experience in this specific role. You can upload your video to the CSJobs platforms. Please use a clean, distraction-free background and speak clearly and articulately.**