Ingrammicro
Escalations Support (Billing, Claims) - Shifting Schedule
Taguig City, Philippines
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hirly's read of this role
- Seniority
- Mid level
- Country
- PH
- Work mode
- On-site / unstated
- First seen by hirly
- 1 Oct 2026
Derived automatically from the posting. Upload your resume above to see how the role scores against it.
the posting
It's fun to work in a company where people truly BELIEVE in what they're doing!
Job Description:
Overview
This associate serves as the primary coordinator for customer escalations requiring heightened visibility and cross-functional engagement. The role manages critical incidents from intake through resolution, ensuring timely communication, stakeholder alignment, issue ownership, and customer advocacy.
Responsibilities
- Manage assigned customer escalations.
- Ensure rapid engagement of appropriate internal departments or teams.
- Track actions, commitments, timelines, and resolution activities.
- Maintain detailed escalation records and case documentation.
- Serve as a central point of coordination between customers and internal teams.
- Facilitate de-escalation and data-gathering calls to customers and follow-up discussions.
Requirements
- 2-5 years in Customer Support, Technical Support, Customer Success, Service Delivery, or Escalation Management, preferably experience in a high volume, high-complexity (call center) environment.
- Experience in communication tools across telephone, email and Video Conferencing (Teams), as well as client, case management and ticketing platforms (CRM, Zendesk, etc.)
- Experience in the IT industry, some understanding of the Cloud and IT provider space
- Familiarity with incident management and customer service methodologies.
- Experience supporting and directly interacting with different customer segments, including but not limited to enterprise, strategic or retail customers.
- Able to work in varying time zones to support the business.
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