Administrative Specialist
Bardez, Goa, India · Full Time
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- 3 days ago
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Job description
About Frontline Managed Services
Frontline Managed Services is at the forefront of delivering IT, Financial, and Administrative Managed Services tailored for legal and professional service firms. Known for innovation, technology integration, and efficiency, they aim to constantly elevate industry standards.
Role Overview
The position of After-Hours Administrative Specialist involves monitoring and handling billing operation requests during off-hours. The goal is to accurately triage incoming requests by urgency, escalating critical matters immediately and passing routine inquiries for next-day processing.
Primary Responsibilities
- Keep continuous vigilance on the ServiceNow intake queue and other designated channels for after-hours billing-related tickets.
- Assess and categorize each incoming request by urgency, such as ASAP or routine, based on defined criteria.
- Promptly escalate urgent cases to the on-call Billing Manager, ensuring all relevant information is communicated.
- Document and close requests that are not urgent, deferring their handling to the billing team on the following business day.
- Maintain clear and professional communication with requesters during escalation to ensure smooth transitions.
- Adhere strictly to client policies including limited system access and operating within a triage-only scope.
Candidate Profile
- Meticulous attention to detail with the ability to follow prescribed structured processes precisely.
- Sound judgment in identifying which requests need urgent escalation.
- Effective, clear verbal and written communication skills.
- Capability to stay attentive and dependable during late night or off-hours shifts.
- Familiarity with ticketing platforms such as ServiceNow or equivalent systems.
- Previous experience in service desk, operational support, billing, or triage roles is advantageous.
Additional Information
The position requires working during night shifts and weekends with specific hours including 12:30 AM to 8:30 AM and weekend availability from 6:30 PM to 3:30 AM. Applicants should be comfortable with these schedules.
Frontline Managed Services embraces diversity and equal opportunity employment ensuring fairness regardless of race, religion, gender, or disability status.