Junior Service Monitoring & Operations Support Agent at HCS Affiliates Group

About the Role

The Junior Service Monitoring & Operations Support Agent will be responsible for performing basic, real-time operational control tasks to ensure service continuity and fast incident detection.

Main Responsibilities

• Monitor service status in real time using Power BI dashboards
• Identify incidents, anomalies, or service degradation
• Send predefined notification emails to external providers and internal teams based on established procedures
• Follow up on incidents and update internal tracking tools
• Perform basic operational support tasks during low-activity periods, including:
  • Complete missing information for leads in internal systems
  • Conduct basic online research to identify potential client companies
  • Perform simple data entry and validation tasks
• Escalate issues to the Operations or Support teams when required

Required Skills

• Alignment with company values, demonstrated both personally and professionally
• Effective written and verbal communication skills in English
• Computer proficiency in MS Office, Google Docs, and call center equipment/software programs
• Strong organizational and logical thinking abilities with willingness to adapt quickly to changing policies and procedures
• Ability to work effectively as part of a team in a fast-paced and pressured environment
• Capability to communicate effectively with colleagues and clients while following verbal and written instructions
• Problem-solving skills related to order dispatch operations

Required Qualifications

• Degree or diploma in Business, Social Sciences, or related field; or equivalent work experience (6+ months minimum)
• Previous call center experience or at least 1 year of experience in a similar role
• Proficiency in English with excellent verbal and written communication skills
• Computer literacy with strong knowledge and confidence in MS Office
• At least 1–2 years of sales or marketing experience in a B2B environment
• Knowledge of sales and marketing best practices and current tools