Are you someone who thrives in a fast-paced environment and enjoys making a direct impact on customer satisfaction ABOUT US @ TECHNO GLOBAL TEAM As a Great Place to Worku0026reg certified company with top ratings given by our teams, we make sure our people enjoy more than just a job. TECHNO-CODED BENEFITS - Enjoy these Perks! Comprehensive day 1 HMO including 10K medical reimbursement Additional HMO coverage for your dependent + dental coverage Free lunch meals, plus Monday breakfasts and Friday treats 24 Paid Time-Offs (with Annual Leave conversion) Continuous career development & certifications Comprehensive life insurance coverage Travel & training opportunities overseas Regular engaging company events Annual appraisal based on merits Regular awards and recognitions Free annual Flu vaccinations Employee referral programs Work onsite in Eastwood Site, MDC Quezon City. ABOUT THE ROLE Service Request & Resource Coordination Act as the central coordinator for ticket, project, and service request management. Be in the call queue daily to create tickets, gather essential client information, verify urgency, and assign requests to the appropriate technicians. Check voicemail and support inbox regularly, creating and assigning tickets to Technicians as needed. Ensure service tickets are responded to within the first 2 hours. Schedule and monitor internal and field technical resources to ensure optimal utilization of billable hours. Oversee timely updates and status follow-ups on tickets, escalating when necessary to meet service levels. Ensure accurate and prompt time entry on all service requests. Enter all work as service tickets into the PSA system. Client Communication & Service Quality Maintain proactive communication with clients, providing updates on incident progress, changes, or outages. Support service team members in client interactions to enhance perception and satisfaction. Utilize reporting tools to track service performance, identify improvements, and optimize resource productivity. Reporting, Documentation & Team Collaboration Generate utilization and performance reports using CW Manage, Bright Gauge, SharePoint, and other tools. Prepare materials using PowerPoint, Excel, and Word for client presentations and leadership meetings. Understand and apply company processes in ConnectWise PSA through assigned training. Collaborate effectively with team members, demonstrating strong written and verbal communication skills. ABOUT YOU AND YOUR EXPERIENCE At least 3 years of required similar experience in triaging and scheduling for technicians Manage daily call queues, create/assign tickets, verify urgency, and ensure SLA compliance. Monitor voicemail and support inbox schedule and coordinate Technicians. Deliver professional, courteous customer service to clients. Support administrative tasks, including marketing, event planning, scheduling reviews, and preparing presentations. Apply basic IT knowledge, technical awareness, and familiarity with support tools. Demonstrate strong communication, multitasking, and prioritization skills. Maintain accuracy in data entry and thrive in a fast-paced environment. Self-motivated with the ability to work in a fast-moving environment. Must be willing to work on Eastwood Site, MDC Quezon City (night shift) Take the next step in your career and unlock exciting growth opportunities, competitive perks, comprehensive benefits, and a supportive work environment. Apply Now!