The Support Line Agent serves as an intermediate support layer within the Customer Experience team, providing real-time guidance to frontline agents, assisting with the resolution of complex customer issues, and ensuring consistent process execution. This role strengthens frontline decision-making, improves case quality, and reduces unnecessary escalations by serving as a structured support level before cases are routed to the Escalation Team when necessary.

Job Duties and Responsibilities:

• Provide real-time support to frontline agents through approved communication channels, answering process, system, and customer-handling questions in a timely and accurate manner.
• Act as the first structured support step for complex or unclear customer scenarios, helping agents investigate issues, determine next steps, and resolve cases when the issue falls within Support Line scope.
• Review support cases, identify root causes, document outcomes clearly, and coordinate with internal partners when additional action is needed to move a case toward resolution.
• Route issues to the Escalation Queue when they require formal escalation ownership, including legal threats, regulatory complaints, or other high-risk matters outside the Support Line remit.
• Reinforce SOP adherence, process consistency, and quality expectations by clarifying procedures, identifying knowledge gaps, and sharing actionable feedback with leadership and frontline teams.
• Support coaching, shadowing, onboarding reinforcement, and side-by-side guidance to improve agent judgment, confidence, and consistency in customer interactions.
• Maintain daily handovers, operational documentation, and support tracking that provide visibility into open questions, recurring trends, blocked issues, and opportunities for process improvement.
• Contribute to a collaborative, high-accountability operating environment by supporting special projects, operational reviews, and continuous improvement efforts across the support function.

Requirements

• 3–5 years of experience in a contact center, customer operations, operations support, or a similar high-volume customer-facing environment.

• Experience handling complex customer issues, multi-step case management, and navigating multiple systems simultaneously.
• Demonstrated ability to support frontline agents, provide process guidance, and exercise sound judgment in determining whether issues can be resolved within scope or require formal escalation.

Preferred Experience

• 1–2 years of experience in a Support Line, Escalations, Subject Matter Expert (SME), Team Lead, Quality Assurance, or other advanced customer support role is highly preferred.
• Experience with operational reporting, trend analysis, and process documentation.
• Experience in the utilities, energy, subscription billing, or renewable energy industry is an advantage.
• Equivalent experience in process-driven or regulated industries such as telecommunications, insurance, banking, payments, healthcare, or similar environments involving complex case management, billing, compliance, and multi-system workflows will also be considered.

Key Competencies

• Communication & Collaboration: Communicates effectively with frontline agents, leadership, and cross-functional teams while maintaining clear and accurate documentation.
• Problem Solving: Quickly assesses situations, identifies root causes, and recommends practical, solution-oriented actions.
• Delivering Results: Takes ownership of support requests within scope and ensures timely, accurate handoffs when escalation is required.
• Customer Focus: Improves customer outcomes by guiding agents toward consistent, accurate, and efficient issue resolution.
• Coaching & Knowledge Sharing: Supports frontline teams through real-time guidance, constructive feedback, and process clarification.

Success Measures

A successful Support Line Agent consistently delivers timely and accurate support to frontline agents, improves case quality through effective guidance and documentation, reinforces process compliance, and minimizes unnecessary escalations by resolving in-scope issues whenever possible.

Work Environment

This is a primarily desk-based role that requires extended computer use, navigation across multiple systems, accurate documentation, and frequent collaboration with frontline agents, leadership, and internal stakeholders.

Benefits

• Competitive salary package
• Government-mandated benefits (SSS, PhilHealth, and Pag-IBIG)
• HMO coverage
• Night Differential Pay (for applicable shifts)
• Paid Time Off (Vacation Leave and Sick Leave)
• Ongoing training and professional development
• Career growth and advancement opportunities
• Supportive and collaborative work environmen