About the role
Enshored has been powering growth for disruptive brands and leading companies in the US and Europe since 2014. As part of Inc 5000 fastest-growing companies in the US, our commitment to pushing the extra mile helps our clients reach their business’ optimal growth potential, may it be from the ground up or by innovative transformation.
Our team is composed of hand-picked talented individuals adapted to handle themselves in a balanced environment of smart and hard work while maintaining a dynamic relationship with stakeholders, leaders, and team members. Important decisions revolve around the guidance of our core values, especially when choosing the right people:
- Grit. We never give up. We don't always know the answer, but we don't give up until we crack it. Sticking at it makes us stronger.
- Curiosity. We want to know you, what makes you tick and what it will take to help you grow.
- Learning. Learning is the key to mobility, growth, and transformation. It's a commitment. We're committed.
- Grace. The unconditional love for our fellow man. What is this world without love – merely a transactional scorecard of winners and losers. We don't want to reinforce that operating system. We are driving a paradigm shift to an infinite mindset where we start from the knowledge that there is plenty to go around.
- Honesty & Sincerity. Being true to ourselves. Being honest, being open, trustworthy and truthful. Sincerity provides depth to honesty, as our honesty at times can even betray us, as we all hide behind our deep pain and hurt.
- Integrity. Integrity is standing up for what we believe is right and living by our highest values.
Our philosophy leads us to invest in the best people we can find, and working side by side, we help them build the career paths they deserve.
Don’t just take our word for it; experience the growth yourself!
If you don’t know where to start, check us out at www.enshored.com.
Required Qualifications
Education:
- Bachelor’s degree in Information Technology, Computer Science, or any related course.
Experience:
- At least two (2) years of BPO experience in customer service, technical support, service desk, or helpdesk operations
- Experience in ticket analysis, incident management, and identifying issue trends
- Experience creating, updating, and optimizing ticket workflows and escalation processes
- Familiarity with ticketing and ITSM platforms such as ServiceNow, Zendesk, or similar tools
- Hands-on experience supporting desktops, laptops, Windows applications, and basic network or telephony troubleshooting
- Experience in process automation, workflow improvement, and automated ticket handling
- Experience generating operational reports, SLA reports, incident summaries, and performance dashboards for management review
- Experience with automation tools or scripting, such as PowerShell, batch scripting, RPA tools, or Zendesk automation, is an advantage
Skills:
- Excellent interpersonal, communication, and analytical skills
- Strong troubleshooting and problem-solving abilities
- Ability to multitask and work efficiently in a fast-paced environment
- Results-driven and SLA-oriented mindset
- Effective written and verbal communication skills
Detail-oriented with strong organizational skills
- Knowledge of process automation, reporting tools, and workflow optimization
- Ability to analyze data, identify recurring issues, and recommend process improvements
- Adaptable to change and continuous improvement initiatives
- Client-centric with a proactive approach to issue resolution
- Ability to document technical procedures, knowledge base articles, automated workflows, and reports
- Passion for delivering high-quality support and execution excellence
Languages:
- Excellent in written and verbal English communication skills
Other Requirements:
- Must be willing to work onsite and be assigned in Pasig
- Must be willing to work on shifting schedules.
About Enshored
Enshored is the leading outsourcer for start-ups. We’re here for the innovators, for the scalers. We’re here for the creators, for the makers, for the horizon scanners who saw it and then went out there and built it. We believe that when our people thrive, our clients thrive too. When we all thrive, the world becomes a better place.
At Enshored, this means: We support our people to achieve their potential and contribute to their best ability through structured learning and career development. We embrace diversity. We understand that people are all different and need different challenges. We don’t treat individuals as cogs in the machine. We provide the environment, tools, and support system to thrive.