Company Description

Working at Allegis Global Solutions (AGS) is more than just a job. It’s a career. It’s a community of people who invest in your development and empower you to blaze your own trail. Each of us is here to create real, measurable impact that moves needles. We operate beyond "roles" or "jobs" to realize the opportunity to make meaningful contributions to a bigger idea. Because we believe that when you build a workforce that’s designed to harness human enterprise, you design a workforce that’s built for impact.

At AGS, we help companies all over the world transform their people into a competitive advantage. It’s not about filling seats. It’s about designing workforces to meet missions and unleash the most transformative power in business today: The power of human enterprise.

With services around the globe, we have a point of view on the future of work that enables us to be a transformative partner in the way work gets done for our clients’ organizations. Meeting clients where they are, we design a plan and guide them along a transformational journey, applying bold actions and diverse minds to solve the most complex challenges – from permanent and extended workforce management to services procurement, consulting, direct sourcing and our Universal Workforce Model™.

We also represent over 100 countries and speak dozens of languages. So as you’re building relationships and doing your job, you’ll be exposed to other cultures and advancement opportunities while expanding your knowledge of global markets and strategies.

See what it’s like to work at AGS by searching #LifeAtAGS on any social network.

Job Description

The Global Support Coordinator is responsible for working closely with the AGS Technology Analysts and the AGS Program Management Offices (PMO) teams to successfully support various activities critical to our AGS program’s day-to-day success. This position includes developing a strong partnership with all internal AGS teams and conducting tactical support on day-to-day technology related work efforts.

This role will provide superior customer service, timely record keeping of technology related incidents and service requests while offering a convenient central point of contact for AGS Technology teams.

Responsibilities

Document, submit and/or monitor inquiry, incident and low complexity service request case tickets to the Technology Operations team and Partners via Salesforce.comEnsure all information and attachments relevant to the case are received prior to escalationTrack new technology issues, updates and resolutions through SalesforceData clean of current cases within Customer Relationship Management Tool to ensure accurate data in dashboards and reportsCreate weekly technology status reports for the AGS Technology Analysts when requiredCreate, update and maintain all AGS Technology Operations support documentationRegular review of solutions rejected by PMO to ensure relevant QRG’s are created and cataloguedCapturing and reporting out on technology SLAs and other defined metrics for continuous improvements.Assisting the AGS Technology Analysts in handling basic questions concerning functionality and configuration settings in the technologies utilized by the Program Management Office.Research and conduct basic troubleshooting on technology incidents and service requests to resolve issues prior to further escalation to the AGS Technology Analysts or VMS Partners.Initial Testing and Quality Assurance (QA) activities on technology incidents and service requests as needed.

QualificationsBachelor’s Degree or equivalent experience preferredAt least 1 year of professional experience preferredA minimum of one year of administrative experience in a similar roleStrong customer service experiencePrevious software administration and support experience preferredProficient in Microsoft Office productsAbility to multi-task in a fast-paced environmentAble to follow and influence processes and ensure adherence by other teamsAbility to meet deadlines, prioritize high volumes of tasks, and troubleshoot complex problemsGreat attention to detail. Strong conceptual, analytical, and problem-solving ability.Excellent Organisational SkillsGood interpersonal skills with the ability to communicate and work effectively across teamsCan work both on own initiative and as part of a team when necessaryFluent PC skills, excellent written and verbal skills, and proven customer service skills.MSP experience a plus.Experience is a plus with the standard technologies utilized by AGS VMS engagements (ex. Beeline, Fieldglass, IQ Navigator, Salesforce, SharePoint, etc.).Ability to adapt quickly and possess flexibility with working in a constantly evolving field.Must be willing to work nightshift and with hybrid work setup (office is based in Ortigas Pasig area)

Additional Information

As a workplace, we focus on relationships – with each other, our clients and our candidates - in fact serving others is one of our core values. We support open communication and recognize that giving constructive criticism can be even harder than receiving it. We appreciate the fearless and the passionate, who force us to be better. Everything we do sits on a pillar of diversity - diverse perspectives, backgrounds and ideas drive innovation and make us successful.

See what it’s like to work at AGS by searching #LifeAtAGS on any social network.