Customer Excellence IT SME Location : Clark Shift : Mon-Fri, 9PM-6AM PH Time Arrangement : Onsite, Full Time Unlock your potential! At TOA Global, we have a deep commitment to empowering individuals to excel in their enterprises, careers, and communities. Our global footprint stretches across Australia, New Zealand, North America, Philippines, South Africa, and South America, supporting our global clients in the accounting industry. Primary Objective The CX IT SME leads and mentors CX IT Support (Level 1) professionals, providing guidance on case management, troubleshooting best practices, and escalation process. Additionally, they also serve as the primary point of contact for customers seeking technical assistance or troubleshooting support. They provide frontline support by diagnosing, troubleshooting, and resolving common IT problems or escalating more complex issues to higher-tier support. Their primary objective is to minimize disruptions to business operations by delivering timely and effective IT support-both directly to customers and through the CX IT Support team they manage. Key Responsibilities: + Diagnose, troubleshoot, and resolve hardware, software, and network connectivity issues to minimize user downtime. + Set up and configure new PCs and laptops with required software, security settings, and user preferences. + Replace and maintain hardware components and accessories to ensure optimal functionality. + Manage workstation setups, including seat movements and transfers, ensuring a seamless transition for team members. + Supports the employee offboarding process by evaluating and verifying the condition of assigned equipment. + Collaborate with IT teams to escalate and resolve complex issues efficiently, ensuring a smooth support experience. + Manage cases effectively by proactively communicating updates to the customers and the stakeholders on the case progress, resolution times and next steps. + Manage the CX IT Support team by providing guidance on technical support and case management while driving performance to meet KPIs. Qualifications / Skills: + At least 3 years of experience in a technical support role + At least 1 year of experience in case management + At least 1 year or experience in leading a team + Knowledgeable in networking (IP configuration, VPN troubleshooting) and PC hardware configuration and repair + Ability to perform remote troubleshooting using remote desktop tools. + Excellent problem-solving and troubleshooting skills + Proficiency in using IT service management tools and software + Proficient in Microsoft productivity tools including Dynamics 365 + Excellent communication skills. + Customer-focused with a positive and professional attitude. + Ability to work in a fast-paced environment and handle multiple tasks. + Willingness to learn and adapt to new technologies and procedures + Ability to identify and escalate issues that require high-level support + Strong coaching skills - supporting CX IT Support in improving their technical and case management skills What's in it for you A competitive salary Health Insurance, and Life Insurance coverage 21 annual paid leaves Annual increase (Annual Performance Review) Tenure Recognition Program Access to certifications and courses from Ab2 Institute of Accounting 20+ options of free coffee and chocolate drinks Billiards, table tennis, or foosball in our breakout room A genuinely diverse, caring, supportive and high achieving team environment. Ongoing training, development and career progression opportunities Free & conveniently located onsite parking. We live by our VALUES to cultivate and foster growth and innovation. BE AWESOME: Exceptional individuals create collective genius. We celebrate success, reward outstanding performance, and make work fun by fostering a supportive and inspiring environment. KEEP IT REAL: We value honesty, accountability, and open communication. We own our actions, prioritize compassion, empathy, and understanding, and foster meaningful conversations. BRING THE WOW: We strive for excellence in everything we do. Going the extra mile is our standard, as we are committed to delivering outstanding results. DREAM BIG: We embrace a culture of continuous learning, exploration, and improvement. With ambitious goals, we constantly seek knowledge and self-improvement. Visit us at: https://careers.toaglobal.com/ Join TOA Global and experience the difference! We passionately embrace diversity and inclusion in all aspects of our organization. We believe by fostering an environment that values and celebrates individuals from diverse backgrounds, we unlock innovation, drive creativity, and amplify our ability to serve our customers and communities with excellence. Show more Show less