About The Group

Reivernet is made up of six entities: RN Projects, Reivernet, IT Triage, Site Compass, Bright Star, and RGC Management. We design, build, configure, support and document complex data networks for business, with a focus on hotel networks. 

Headquartered in Australia we have employees on every continent. We encourage a collaborative and transparent work ethic where everyone can be heard and enjoy the support of likeminded professionals.

We have over 20 years’ experience focusing in managing complex networks and currently support over 900 hotels across 35 countries. Reivernet is proud to be endorsed by the five major global hotel brands including Marriott, Hilton and Accor.

IT Triage provides outsourced, short- or long-term remote Help Desk services across the globe. Based in several locations, our team boasts experience providing world-class technical support across the hospitality sector.

Contact Center Officer/Help Desk

Remote Philippines

About the role

Working a 4-day on 4-day off shift, 12 hours including breaks, Contact Center Officers (CCO) serve as the primary point of contact for customers, primarily Hotel staff and Guests, providing exceptional support and resolving queries through various communication channels. This role involves handling customer interactions, addressing issues, and ensuring customer satisfaction by delivering timely and effective solutions. The CCO is responsible for maintaining accurate records, gathering feedback, and collaborating with other team members to enhance service quality and efficiency.

Base salary will be supplemented with statutory shift allowances.

Experience in a customer-facing or support role within the hotel industry will be highly regarded.

Familiarity with basic networking concepts (e.g., Wi‑Fi, IP addressing, connectivity troubleshooting) is desirable.

What you'll do

• Through excellent communication, provide high levels of support to our customers by responding to in-bound queries while meeting SLAs and collaborating with team members.
• Use a ticketing system to manage your workflow process.
• Follow a comprehensive trouble shooting matrix utilising network monitoring tools and secure device access tools to identify and resolve issues. Many issues relate to WIFI and IPTV connectivity.

• Ensure ITT Contact Center protocols are followed when queries need to be escalated to a more Technical Level 2 or 3 team, or closed, and ensure client case information is accurately recorded in the CRM.

• Maintain a working knowledge of the tools and systems contained within our clients' sites and identify operational improvements when identified.

• Build credibility with clients and team members by following through on commitments, being transparent and consistent.

Who you are

Contact Center Officers are an important resource, solving client challenges efficiently and ensuring they receive the best possible support. 

You should be highly reliable, an effective team member known for your accountability, collaboration, valuable communication and trustworthiness.  With an eye for detail and an ability to manage multiple queries, you should display an aptitude for identifying root causes and providing effective solutions.

You have approximately 2 -4 years of experience in a customer support role responsible for handling level 1 ICT Network enquiries. We will train you on all aspects of our systems but it goes without saying that you will bring a strong customer centric focus. On a daily basis you will offer a positive, engaging and personable approach to all customer interactions which may include Hotel guests and Hotel employees.

Please note that you must have valid and permanent working rights in the Philippines to be considered. Applicants without appropriate working rights will not be considered.