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Helpdesk & Customer Support Administrator - WFH (Weekend and Graveyard)

2 weeks, 5 days ago
Philippines
Full-time
Junior
Customer Support
Customer and Technical Support
Git
Apply Now
Twoconnect

Twoconnect

Twoconnect is a top offshore and BPO company in the Philippines, offering tailored solutions, expert HR consulting, and seamless integration of remote staff to improve efficiency and reduce costs.

Professional Services
51-250
Founded 2016
View All Jobs 8

Description

  • Monitor Helpdesk calls and shared inboxes and provide professional first responses to requests, enquiries, complaints, and escalations.
  • Log, prioritise, allocate, track, and close service requests, including follow-up on overdue actions and completion evidence.
  • Escalate urgent matters, complaints, repeat failures, and potential safety, environmental, quality, HR, or commercial issues.
  • Prepare daily and weekly contract reports covering open requests, overdue actions, repeat issues, and exceptions.
  • Maintain handover notes, escalation contacts, compliance calendars, registers, and controlled contract and site files.
  • Compile pre-commencement, pre-service, and post-service documentation, including inductions, licences, insurance, work reports, inspections, and sign-offs.
  • Maintain audit, complaint, defect, non-conformance, corrective action, and improvement registers and follow up accountable owners.
  • Support incident and hazard administration by checking records and routing matters to HSEQ.
  • Collate approved service-level, quality, safety, environmental, waste, sustainability, and compliance data for reporting and audits.
  • Support meetings through status reports, action registers, minutes, and follow-up while protecting confidential information.

Requirements

  • At least 2 years of experience in Helpdesk support, customer service, service coordination, contract administration, document control, or compliance support.
  • Experience in commercial cleaning, facilities management, or another contract-based service environment is advantageous.
  • Strong spoken and written English, professional phone manner, and accurate handling of calls, emails, and administrative tasks.
  • Intermediate to advanced Microsoft Outlook, Word, and Excel skills.
  • Confidence using ticketing, CRM, document management, or workflow systems.
  • Strong attention to detail when identifying missing information, expired documents, approval gaps, and inconsistent records.
  • Strong organisation, prioritisation, deadline management, follow-up, and escalation judgement.
  • Experience maintaining compliance registers, controlled documents, audit evidence, corrective actions, or client reports is advantageous.
  • Exposure to ISO 9001, ISO 14001, or ISO 45001 management systems is desirable.
  • Year 12 or equivalent qualification; further study in business administration, compliance, quality, or work health and safety is advantageous, with availability for the required Helpdesk roster.

Benefits

  • Permanent work-from-home arrangement.
  • Weekend and night coverage may be required; shift schedule to be confirmed.
  • HMO coverage with two free dependents and medical reimbursements.
  • Government-mandated benefits and competitive pay.
  • Career development training programs and opportunities to work with leading global companies.
  • Company outings, team activities, and wellness sessions.
  • Supportive, inclusive culture with dedicated managers focused on employee growth.

Interested in this position?

Apply directly on the company website

Apply Now

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