Escalations Support (Billing, Claims) - Shifting Schedule

Location: Taguig City, Philippines. The role follows a shifting schedule and requires availability across varying time zones.

Company

hirify.global operates in the IT distribution and services industry.

What you will do

• Manage assigned customer escalations from intake through resolution.
• Engage the appropriate internal departments and teams rapidly.
• Track actions, commitments, timelines, and resolution activities.
• Maintain detailed escalation records and case documentation.
• Coordinate communication between customers and internal teams.
• Facilitate de-escalation, data-gathering, and follow-up calls with customers.

Requirements

• 2–5 years of experience in customer support, technical support, customer success, service delivery, or escalation management.
• Experience in high-volume, high-complexity call center environments is preferred.
• Experience with telephone, email, and video conferencing tools such as Teams, along with CRM, case management, and ticketing platforms such as Zendesk.
• Experience in the IT industry and some understanding of cloud and IT provider services.
• Familiarity with incident management and customer service methodologies.
• Ability to work across varying time zones to support the business.

Culture & Benefits

• Cross-functional work involving customers and internal departments.
• Support for enterprise, strategic, and retail customer segments.
• Shifting schedule aligned with business and customer coverage needs.