Associate Support Specialist
Job Location:
Cebu - Philippines
Monthly Salary:
Posted on:
Vacancies:
Job Summary
The Enhanced Services Team is a technical support group comprising of resources whose primary focus is to provide support over the phone for all incidents that are not resolved within the Service Desk Level. The resources may also provide physical/face-to-face/on-site technical assistance to the CSC employees will be in charge to oversee end-to-end process of incident and request flow. The Team will serve as the escalation point taking ownership of the case until the issue is resolved and/or the request is fulfilled.
Position Responsibilities:
- Provides incident and service support to ensure system stability and user satisfaction.
- Handles request fulfillment by processing and completing user requests in a timely manner.
- Manages the IT asset lifecycle from procurement to disposal.
- Oversees queue and ticket management to ensure timely resolution of issues.
- Supports effective communication and collaboration across teams and stakeholders.
- Handles email inquiries and conducts investigations to resolve concerns.
- Prepares reports and drives continuous improvement initiatives.
- Participates in projects and engagement activities to support team objectives.
Required Qualifications:
Minimum of3 years of IT support experience
Bachelors degree in any IT related course.
Excellent Communication skills
Amenable to work on a night shift work schedule and full work onsite set up (Cebu).
Preferred Qualifications:
Strong technical troubleshooting skills (hardware software end-user computing)
Excellent communication and customer service skills
Ability to manage multiple tasks and prioritize effectively
Team player with a proactive and solution-oriented mindset
Experience in deskside or IT support roles is preferred
When you join our team:
Well empower you to learn and grow the career you want.
Well recognize and support you in a flexible environment where well-being and inclusion are more than just words.
As part of our global team well support you in shaping the future you want to see.
About Manulife and John Hancock
Manulife Financial Corporation is a leading international financial services provider helping people make their decisions easier and lives better. To learn more about us visit is an Equal Opportunity Employer
At Manulife/John Hancock we embrace our diversity. We strive to attract develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment retention advancement and compensation and we administer all of our practices and programs without discrimination on the basis of race ancestry place of origin colour ethnic origin citizenship religion or religious beliefs creed sex (including pregnancy and pregnancy-related conditions) sexual orientation genetic characteristics veteran status gender identity gender expression age marital status family status disability or any other ground protected by applicable law.
It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process contact .
Working Arrangement
Required Experience:
IC
About Company
Manulife is a leading financial services group. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions.
