CSC Analyst

Makati City, Philippines

Job Function:
CSC Analyst

FLSA Status:
Start Date:

We are currently seeking a Customer Service Center (CSC) Analyst to join our team in Makati City, Philippines. CSC Analysts provide SAP first level support to our worldwide development centers. In addition to technical and analytical expertise, the ability to excel in a global team environment, effectively communicate and achieve results is critical in this role.

Position Requirements:

Candidate must possess at least a Bachelor’s or College Degree in one of the following areas: Business Studies, Administration, Management, Commerce, Economics, Finance, Accounting, Banking, Humanities, Liberal Arts or equivalent.

At least two years working experience in the related field is required for this position.

Applicants must be willing to work in Makati City.

Preferably one to four years’ experience specializing in customer service or related industry.


Job Description:


Ticket processing analysis and dispatch:
  • Monitors and processes incoming messages and emails
  • Creates tickets for customers logging issues through phone or email
  • Dispatches tickets to appropriate consultants when necessary
Ticket process monitoring:
  • Checks open, urgent and highly visible tickets and makes sure tickets are processed in a timely manner
  • Monitors and processes tickets that have long processing times and ensures that tickets are resolved
  • Monitors SLA and ensures that the initial reaction time is met
  • Clarifies issues and concerns on any new processes implemented within CSC
Team Ticket Process Compliance:
  • Ensures all relevant fields in the ticketing tool are correctly populated and compliant according to the customers’ guidelines
  • Records all hours in the AR tool or equivalent ticketing tool
Expert knowledge on the use of the Global Project Management Tool:
  • Must know how to use the Global Project Management tool and if needed, conduct training
  • Consistently resolves tickets with the proper reaction and solution times
  • Generate reports for administrative purposes
Report Preparation and Administrative Responsibilities:
  • Generates reports as required
  • Attends all meetings as scheduled by CSC team lead and/or SAP counterparts including: regular daily, weekly and quarterly meetings and emergency meetings


Other related tasks maybe assigned from time to time.

This job description is designed to cover or contain a general listing of activities, duties or responsibilities that are required of this position.
Additional duties and responsibilities may be added as required.

msg global solutions offers highly competitive compensation packages including paid leaves, 13th month pay, medical and insurance benefits together with the mandated statutory benefits.

Qualified candidates, please submit your resume and cover letter to our Human Resources contact, Sharmaine Abueg. We will directly contact candidates whose qualifications meet our needs to proceed with the application process. Your interest in msg global solutions and your time are appreciated. Due to the number of resumes we receive, it is not possible to contact every candidate.

msg global solutions
is an equal opportunity employer.


About msg global solutions

msg global solutions is a product- and solutions-based systems integrator that serves the financial services/insurer/reinsurer markets in all lines of business, in all regions of the world. Our expert teams employ a complete selection of consulting services and software products to help large and mid-size clients succeed with a range of business and IT strategies, including digital transformation. Operating from 19 global offices and growing, msg global solutions’ market presence covers the major insurance markets worldwide with domain and solution expertise.



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