Get to know our team The Customer Experience Group (CEG) Technology team ensures the smooth running of information systems across a global network of multi-channel contact centers. We support colleagues across multiple sites in different countries, whether they are in the office, working remotely, or traveling, and we make sure our tools and systems enable everyone to stay connected and serve our customers effectively.

The Opportunity We are looking for a results data-driven Technical Contact Center Support Specialist to join our CEG Tech team. In this role, you will support modern contact center platforms and internal tools, help resolve system and booking-related issues, and act as an escalation point for our contact center teams and partners.

This position primarily covers business off hours of APAC time zone.

Job Summary Support the stability, efficiency, and continuous improvement of contact center operations by troubleshooting systems, managing escalations and incidents, coordinating with internal and external stakeholders, and supporting operational projects. The role serves as a key link between contact center teams, IT, Technology, Product, Operations, vendors, and partner teams.

Key Responsibilities

1. Contact Center Support and Troubleshooting

• Provide first-level technical and operational support to contact center through chat and email.

• Assist with system setup, access, configuration, and troubleshooting for contact center tools and related systems.

• Resolve issues promptly to minimize disruption to contact center operations.

• Work with local IT teams to monitor and maintain relevant systems and take appropriate action when technical alerts or alarms occur.

2. Escalation and Incident Management

• Investigate escalations related to bookings, systems, contact center tools, and operational processes.
• Conduct initial root-cause analysis and provide clear, timely feedback to stakeholders.
• Escalate complex issues to specialized Product, Technology, Operations, or vendor teams when required.
• Act as a key escalation point and coordinator during contact center system breakdowns, technical outages, and major product incidents.
• Coordinate incident resolution with internal technology, local IT, operations, and vendor teams in line with established procedures and on-call schedules.

3. System Monitoring and Continuous Improvement

• Monitor contact routing and related systems to identify service disruptions, performance issues, and operational risks.
• Investigate recurring problems and recommend corrective or preventive actions.
• Work with external partners and vendors to implement system fixes, enhancements, and reliability improvements.
• Support post-incident reviews and ensure lessons learned are incorporated into future processes and system improvements.

4. Improvement Projects and Change Support

• Manage small-scale contact center improvement projects, from gathering business requirements and coordinating testing to supporting deployment and post-implementation handover.
• Coordinate with relevant stakeholders to support solution design, testing, user acceptance testing, and deployment.
• Validate changes after release and ensure successful handover to the responsible operational or support teams.
• Communicate process and system changes clearly to affected users.

5. Documentation and Knowledge Management

• Create, maintain, and update internal documentation, guidelines, standard operating procedures, and incident playbooks.
• Document solutions, recurring issues, and lessons learned from historical tickets and incidents.
• Ensure support materials remain accurate, clear, and accessible to agents, team leaders, and relevant support teams.
• Contribute to knowledge sharing and continuous improvement across the contact center support function.

What you’ll need to succeed/Requirement

• At least 2 years of experience in a contact center, IT support, or technical operations role, ideally supporting customer-facing teams or platforms.
• Hands-on experience with contact center or workforce tools (for example, cloud-based contact center platforms, ticketing systems, reporting tools, or similar technologies).
• Strong practical experience in basic IT troubleshooting and optimization, including familiarity with common office applications and remote work tools.
• Experience working in data-centric environments, such as creating and reviewing reports, aggregating data, and using insights to identify problems and suggest solutions.
• A strong analytical mindset with high attention to detail and a structured approach to problem solving, with the use of internal SQL query tools such as tableau, superset, metabase etc.
• Customer service mindset with the ability to balance speed and quality when resolving issues.
• Ability to work well with others, build relationships across teams, and communicate clearly with both technical and non-technical stakeholders.
• Positive and open attitude, with a desire to learn, take ownership, and grow within a challenging and fast-paced environment.
• Participate in an on-call or rotation schedule for incident handling (if required).
• Excellent verbal and written communication skills in English.

Equal Opportunity Employer

At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.

We may keep your application on file so that we can consider you for future vacancies, and you can always ask to have your details removed from the file. For more details please read our privacy policy.

To all recruitment agencies: Agoda does not accept third party resumes. Please do not send resumes to our jobs alias, Agoda employees or any other company location. Agoda is not responsible for any fees related to unsolicited resumes.

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