Support Technician

at  Acquire BPO

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
Position Title:
Support Technician
Division:
Infrastructure & Operations
Location:
Metro Manila, Philippines
Position Manager:
Program Manager/ Operations Manager/ Senior Operations Manager
We’re an award-winning business process outsource provider, to some of the world’s largest brands operating contact centers and back-office services from offshore, nearshore, and onshore locations to clients globally and serviced from Australia, Dominican Republic, Philippines and the United States. Known for our commitment to safety, flexibility, and innovation, we strive to be the partner of choice for businesses looking to leverage the best global BPO and AI resources. Our employee value proposition, Come for a career, stay for the fun, underscores our commitment to a vibrant, inclusive, and engaging work environment.

WHAT WE VALUE

We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:

• Collaboration: Brilliant jerks can be brilliant elsewhere.
• Impact: Do, get it done, create impact.
• Passion: Be positive, bring passion and energy.
• Transparency: A transparent team can help each with other.

Join the A-Team and experience the A-Life!
About Us
Acquire BPO is an award-winning, global business outsourcer with 10,000 staff and over 16-years’ experience in delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail.
We’re an entrepreneurial business that is highly experienced in working with our partners to solve real-life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in-house teams may be typically challenged with the business processes of “big business.” We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work-from-Home environments, where client-permitted. We’re recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence.
As a dynamic organization with the ability to take your career to the next level, we’re looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages.
Acquire takes your privacy very seriously. The information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities. If you have provided consent and wish to withdraw it, you may click on the account settings and submit a request to delete your information. You may also inform us by writing to the address in the section on “Access Rights to Personal Data” or send us an email to
privacy@acquirebpo.com
. Please refer to our Privacy Policy at
https://acquirebpo.com/au/privacy-policy/

As Support Technician, you are responsible in ensuring that all employment and personal information of employees are kept and handled in accordance with existing company policies on Information Security and Data Privacy.

What you get to do every day as an Operations Manager:

• Deliver consistent and exceptional customer service, and where possible first call resolution across all Vocus products and services.
• Be the first point of contact for all inbound standard customer interactions and provide first level technical support via multiple channels.
• Ensure all communications are accurately and thoroughly documented into the Support Ticketing system, correctly prioritized, and categorized.
• Ensure all customer communications are proactively attended to in an effective and timely manner within customer Service Level Agreements – whilst ensuring the customer is kept informed of progress.
• Develop and maintain relevant knowledge and skills to be able to create solutions to technical/application customer problems and queries.
• Responsible for the completion of all assigned cases ensuring customer satisfaction and quality control.
• Ensure system, service records and documentation are kept up to date with any changes.
• Identify complex technical issues for escalation to Support Engineer employees and effectively use the pre-established escalation process within OLA/SLA.
• Escalate any identified standards, policies, or procedural improvements to relevant parties within the organization to enhance the current use of products or systems and reduce incoming contact channel volumes whilst keeping Management aware of any discrepancies, deficiencies, or inaccuracies.
• Contribute to the creation and updating of both customer and internal departmental documentation and knowledge, including processes and work instructions.
• Active self-development such as participation in workshops, courses, and certifications where applicable.
• Comply with continuous improvement initiatives, management systems and established processes.
• Any other duties as required by departmental Team Leads or Managers.
• Other duties as requested by Management, not limited to the above.