Philippines onlyPosition OverviewThe Upgrades Processing Specialist plays a vital role in ensuring a seamless and efficient experience for customers transitioning through upgrades. This position is responsible for managing the entire upgrade lifecycle - from post-sale coordination to successful implementation and post-upgrade support. The ideal candidate is highly organized, detail-oriented, and tech-savvy, with strong communication and problem-solving skills.
Key Responsibilities:
- Oversee the full upgrade process, from planning and coordination to execution and follow-up.
- Coordinate internal data and application migrations, as well as server resizing, with minimal downtime and preserved data integrity.
- Collaborate with Account Managers and customers to collect upgrade details and set schedules.
- Develop and maintain accurate success plans that include objectives, timelines, and key considerations.
- Track upgrade progress, troubleshoot issues, and confirm successful execution.
- Conduct pre- and post-upgrade risk assessments and environment comparisons.
- Communicate post-upgrade status and performance findings to customers.
- Provide guidance on new features and functionalities post-upgrade.
- Ensure proper transition of customers to ongoing support teams after upgrade completion
Qualifications:
- Strong organizational and time-management skills; ability to meet deadlines under pressure.
- Excellent verbal and written communication skills; customer-centric approach.
- Ability to follow detailed processes and standard operating procedures.
- Familiarity with tools such as Salesforce, Zendesk (or similar ticketing systems), JIRA, and scheduling platforms.
- Basic technical understanding of server migration, web hosting, and WordPress environments.
- Proactive mindset in identifying and mitigating risks.
- High attention to detail and accuracy in documentation and reporting
What we Offer:
- Fully remote work environment
- Opportunity to work with a dynamic and collaborative team
- Equipment provided
- 13th month pay
- HMO
