Service Desk Voice Support

Location: Hybrid work in Alabang, Philippines

Company

hirify.global is a global professional services company helping organizations build digital capabilities, optimize operations, and improve services through technology and industry expertise.

What you will do

• Provide first-level voice support for customer and system incidents and requests using basic technical and service knowledge.
• Take initial ownership of incident coordination, investigation, documentation, diagnosis, and appropriate resolution.
• Interpret basic errors, assess risks, escalate issues appropriately, and monitor incidents through resolution and closure.
• Follow up with customers to support resolution and satisfaction while maintaining productivity aligned with client Service Level Agreements.
• Work with technical, service desk, and other teams to coordinate incident and request management.
• Maintain knowledge of customer business needs, Service Level Agreements, project tools, standards, processes, and underlying infrastructure.

Requirements

• Functional and technical ability to provide first-level support for customer and system incidents.
• Ability to perform basic incident diagnosis, interpret problems or errors, assess risk, and escalate appropriately.
• Ability to document incidents and requests accurately and monitor them until resolved or closed.
• Understanding of customer business needs and their application to system event and incident management.
• Ability to maintain knowledge of hardware, databases, operating systems, service tools, standards, and processes.
• Ability to protect confidential company, client, and third-party information and follow security communications from Protecting hirify.global.
• Willingness to participate in CBT and classroom training and accept constructive feedback.

Culture & Benefits

• Hybrid workplace in Alabang, Philippines.
• Training through CBT and classroom sessions to develop product, business, and professional skills.
• Equal employment opportunity regardless of protected personal characteristics.
• Confidentiality and information-security responsibilities are part of the role.