{"id":144480,"date":"2026-02-21T06:49:20","date_gmt":"2026-02-21T06:49:20","guid":{"rendered":"https:\/\/www.whitehattoolbox.com\/jobs\/were-hiring-support-specialist-enhanced-services-for-contact-center-2\/"},"modified":"2026-02-21T06:49:20","modified_gmt":"2026-02-21T06:49:20","slug":"were-hiring-support-specialist-enhanced-services-for-contact-center-2","status":"publish","type":"post","link":"https:\/\/www.whitehattoolbox.com\/jobs\/were-hiring-support-specialist-enhanced-services-for-contact-center-2\/","title":{"rendered":"We\u2019re Hiring Support Specialist (Enhanced Services for Contact Center)"},"content":{"rendered":"<p>This role offers a strong growth opportunity for someone eager to build deep technical expertise while supporting the seamless IT experience of all CSC employees. By managing incidents, service requests, asset lifecycles, and on site support, the role directly contributes to Manulife\u2019s mission of delivering reliable, customer focused technology services. The position also engages in cross functional collaboration, process improvements, and project participation\u2014providing exposure to broader IT operations and leadership workflows. Through continuous learning, hands on troubleshooting, and involvement in escalations and reporting, the individual will gain the skills, confidence, and professional development needed to advance in technical support and operational roles.<span class=\"br\"><\/span><b>Position Responsibilities:<\/b><span class=\"br\"><\/span>Request Fulfillment &#8211; Conducts request fulfillment for end user. This includes but not limited to IT Asset Requests (Preparation<br \/>\n       Deployment<br \/>\n       Setup<br \/>\n       Retrieval<br \/>\n       Record Management), AV-VC Setup and any Standard \/ Non-Standard request that requires field deskside assistance while maintaining the target OLA<span class=\"br\"><\/span>Incident Management \u2013 Provide IT support (onsite, phone, virtual\/remote) assistance for end users having technical Issues. Troubleshoot simple to complex issues for applications and hardware concerns<span class=\"br\"><\/span>Queue Management \u2013 Conducts end to end analysis on tickets coming into the queue of the team. The work includes but not limited to: Review, root cause analysis, gathering information, prioritization, reassignment to staff or other teams, customer education and ticket closure while maintaining the target SLA.<span class=\"br\"><\/span>Adhoc Tasks \u2013 perform Adhoc tasks as required by the Management. <\/p>\n<ul>\n<li>Oversee Associate Support Specialist and their performance<\/li>\n<li>Serves a backup to leaders<\/li>\n<li>Able to represent leads on team meetings<\/li>\n<li>Able to make sound decisions representing leadership<\/li>\n<\/ul>\n<p><b>Required Qualifications:<\/b><span class=\"br\"><\/span>At least 2-3 years of overall work experience in IT field\/environment<span class=\"br\"><\/span>Knowledge in queue management and quality assurance Is a plus. * Intermediate to advance knowledge and hands on experience in navigating, configuring, installing, and troubleshooting hardware and software computers <\/p>\n<ul>\n<li>Intermediate to advanced troubleshooting knowledge on Office 365 and IBM Lotus Notes.<\/li>\n<\/ul>\n<p> Basic to intermediate knowledge on IT Asset Management Lifecycle and Audit<span class=\"br\"><\/span>Graduate of any 4-year IT-related course.<span class=\"br\"><\/span>Flexible with reporting onsite, rendering overtime, and\/or adjusting their work hours as needed by the<span class=\"br\"><\/span>Must be willing to report to Mactan Newtown in Lapu-Lapu City, Cebu<span class=\"br\"><\/span><b>Preferred Qualifications:<\/b><\/p>\n<ul>\n<li>Knowledge in coaching methodologies<\/li>\n<\/ul>\n<p> Knowledge in escalation management<span class=\"br\"><\/span>Self-Motivated<span class=\"br\"><\/span>Work Ethic: Demonstrating reliability, responsibility, and dedication<span class=\"br\"><\/span>Communication &#8211; Clearly conveying ideas verbally, in writing, and through active listening.<span class=\"br\"><\/span>Able to present his\/herself professionally, organized and with time management, can do attitude<span class=\"br\"><\/span>Problem-Solving \/ Critical thinking \/ Issue Isolation \/ Attention to detail with excellent comprehension, analytical and decision-making skills<span class=\"br\"><\/span>Adaptability, Flexibility, Versatility &#8211; Adjusting to new situations, technologies, challenges, demand and hi-pressure environment<span class=\"br\"><\/span>When you join our team:<span class=\"br\"><\/span>We\u2019ll empower you to learn and grow the career you want.<span class=\"br\"><\/span>We\u2019ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.<span class=\"br\"><\/span>As part of our global team, we\u2019ll support you in shaping the future you want to see.<span class=\"br\"><\/span>About Manulife and John Hancock<span class=\"br\"><\/span>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 .<span class=\"br\"><\/span>Manulife is an Equal Opportunity Employer<span class=\"br\"><\/span>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.<span class=\"br\"><\/span>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 .<span class=\"br\"><\/span>Working Arrangement Hybrid<\/p>\n<p><center><b><a rel=\"nofollow noopener\" href=\"https:\/\/jobviewtrack.com\/v2\/Umbv5FvCDWSKhXM37yytOaaAi18u6G7CT1aU8eoZ214xku4A_0I_0iPzekvUvpuombXhWq4MsvPHmTYwwZ83VL3xq66qq3tJ9GL09mPWlDaeZ8SYQGYhwvatC1a-qcI9_9iNXaK2Q_8PzGVzvDhnjLlRzhFqbst3x8yG086mWHYcbY3O7hfMHd29PhJkWIrL0rpmIAT-3LYrzPVPh9kXpw?affid=1e18623d919a855447a16dd0557b1bec\" class=\"button purchase\" target=\"_blank\">Apply Now<\/a> <\/b><\/center><\/p>\n","protected":false},"excerpt":{"rendered":"<p>This role offers a strong growth opportunity for someone eager to build deep technical expertise while supporting the seamless IT experience of all CSC employees. By managing incidents, service requests, asset lifecycles, and on site support, the role directly contributes to Manulife\u2019s mission of delivering reliable, customer focused technology services. The position also engages in<\/p>\n","protected":false},"author":1,"featured_media":144488,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_feature_clip_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2},"jetpack_post_was_ever_published":false},"categories":[45],"tags":[],"class_list":["post-144480","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-jobs-in-philippines"],"jetpack_publicize_connections":[],"jetpack-related-posts":[{"id":107142,"url":"https:\/\/www.whitehattoolbox.com\/jobs\/operations-and-maintenance-specialist-mast-services\/","url_meta":{"origin":144480,"position":0},"title":"Operations and Maintenance Specialist &#8211; Mast Services","author":"Admin","date":"August 21, 2025","format":false,"excerpt":"Role purpose: \u00b7 To oversee maintenance and upgrading of Network infrastructure in accordance with Towerco specifications, building and civil standards and OPEX budget. \u00b7 Provide technical operations and Maintenance support and supervise...","rel":"","context":"In &quot;Jobs In South Africa&quot;","block_context":{"text":"Jobs In South Africa","link":"https:\/\/www.whitehattoolbox.com\/jobs\/category\/jobs-in-south-africa\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":144403,"url":"https:\/\/www.whitehattoolbox.com\/jobs\/were-hiring-support-specialist-enhanced-services-for-contact-center\/","url_meta":{"origin":144480,"position":1},"title":"We\u2019re Hiring Support Specialist (Enhanced Services for Contact Center)","author":"Admin","date":"February 21, 2026","format":false,"excerpt":"This role offers a strong growth opportunity for someone eager to build deep technical expertise while supporting the seamless IT experience of all CSC employees. By managing incidents, service requests, asset lifecycles, and on site suppor...","rel":"","context":"In &quot;Jobs In Philippines&quot;","block_context":{"text":"Jobs In Philippines","link":"https:\/\/www.whitehattoolbox.com\/jobs\/category\/jobs-in-philippines\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":159448,"url":"https:\/\/www.whitehattoolbox.com\/jobs\/were-hiring-java-application-architect-programmer-analyst-2\/","url_meta":{"origin":144480,"position":2},"title":"We\u2019re Hiring JAVA Application Architect \/ Programmer Analyst","author":"Admin","date":"March 17, 2026","format":false,"excerpt":"Job Title: Application Architect \/ Programmer Analyst (Java) Location: Lansing, MI (Hybrid \u2013 Local Candidates... and Human Services. This role will provide technical leadership in the design, development, and support of complex Java-based...","rel":"","context":"In &quot;Java Jobs&quot;","block_context":{"text":"Java Jobs","link":"https:\/\/www.whitehattoolbox.com\/jobs\/category\/jobs-in-india\/it-jobs\/software-development\/java-jobs\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":114657,"url":"https:\/\/www.whitehattoolbox.com\/jobs\/sr-technical-support-engineer-azure\/","url_meta":{"origin":144480,"position":3},"title":"Sr Technical Support Engineer &#8211; Azure","author":"Admin","date":"September 13, 2025","format":false,"excerpt":"It's fun to work in a company where people truly BELIEVE in what they're doing! Job Description: Sr. Azure Technical Support Engineer We\u2019re seeking a customer-focused Technical Support Desk Engineer with deep expertise in Microsoft Azure to provide frontline support for cloud infrastructure, services, and applications. This role involves diagnosing\u2026","rel":"","context":"In &quot;PHP Jobs&quot;","block_context":{"text":"PHP Jobs","link":"https:\/\/www.whitehattoolbox.com\/jobs\/category\/jobs-in-india\/it-jobs\/software-development\/php-jobs\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":114663,"url":"https:\/\/www.whitehattoolbox.com\/jobs\/sr-technical-support-engineer-azure-2\/","url_meta":{"origin":144480,"position":4},"title":"Sr Technical Support Engineer &#8211; Azure","author":"Admin","date":"September 13, 2025","format":false,"excerpt":"It's fun to work in a company where people truly BELIEVE in what they're doing! Job Description: Sr. Azure Technical Support Engineer We\u2019re seeking a customer-focused Technical Support Desk Engineer with deep expertise in Microsoft Azure to provide frontline support for cloud infrastructure, services, and applications. This role involves diagnosing\u2026","rel":"","context":"In &quot;PHP Jobs&quot;","block_context":{"text":"PHP Jobs","link":"https:\/\/www.whitehattoolbox.com\/jobs\/category\/jobs-in-india\/it-jobs\/software-development\/php-jobs\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":144670,"url":"https:\/\/www.whitehattoolbox.com\/jobs\/were-hiring-aml-manager\/","url_meta":{"origin":144480,"position":5},"title":"We\u2019re Hiring AML Manager","author":"Admin","date":"February 21, 2026","format":false,"excerpt":"Job Title: AML Consultant \/ Manager Location: Dublin (Hybrid - 3 days in office) Contract: 12-Month Contract (Potential to Extend) About the Role A leading financial services organisation is seeking an experienced AML Consultant \/ Manager to join their Transfer Agency team on a 12-month maternity cover contract. 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