ibex Global Solutions

Role Description The Sales Revenue Procurement Lead is responsible for optimizing sales performance through structured lead management, pipeline coordination, and data-driven operational support. This role serves as a strategic partner to the sales organization by ensuring timely lead engagement, maximizing appointment conversion, and maintaining CRM data integrity to support forecasting and revenue growth. This position requires a highly analytical and detail-oriented professional who can manage multiple workflows, prioritize revenue-impacting activities, and provide operational insights to improve sales efficiency. The ideal candidate thrives in a performance-based environment and demonstrates ownership of lead lifecycle management from intake through appointment execution. Qualifications - 2+ years experience in sales operations, inside sales support, or lead management - Experience working within CRM platforms (ServiceTitan, Salesforce, HubSpot, etc.) - Strong organizational and analytical skills - Advanced written and verbal English communication - Experience supporting remote or distributed teams preferred - Proficiency in Microsoft Office or Google Workspace Requirements - Managing the inbound lead process from initial inquiry through appointment scheduling. - Ensure rapid response to inbound opportunities to maximize conversion performance. - Qualify, prioritize, and route leads based on sales availability and opportunity value. - Coordinate and optimize appointment scheduling to maximize sales team utilization. - Monitor lead pipeline and proactively address stalled or aging opportunities. - Maintain accurate CRM records for all lead and sales activities. - Ensure consistent data capture for reporting, forecasting, and performance tracking. - Audit pipeline activity to ensure proper follow-up cadence. - Track and update opportunity status throughout the sales lifecycle. - Track key sales performance indicators including lead response time. - Monitor appointment conversion rate and pipeline aging. - Ensure follow-up completion rate and sales utilization tracking. - Identify performance gaps and escalate opportunities for improvement. - Support leadership with pipeline visibility and operational reporting. - Partner with sales, marketing, and customer support teams to ensure seamless lead handoff. - Recommend workflow improvements to increase efficiency and conversion. - Provide professional communication to prospective customers. - Ensure consistent customer experience throughout the scheduling and handoff process. - Support timely resolution of customer inquiries related to sales opportunities. Benefits - Sales operations and pipeline management - CRM administration and data governance - KPI tracking and performance reporting - Analytical and problem-solving skills - Process improvement mindset - Strong written communication - Time management and prioritization - Ability to work independently in remote environment - Attention to detail and data accuracy Performance Metrics - Lead response time performance - Appointment booking conversion rate - Pipeline follow-up compliance - CRM data accuracy - Opportunity aging reduction - Customer response turnaround time

• Resolving coordination of benefits inquiries by analyzing patient activity (including enrollment, third party liability, claims attachments). • Having a comprehensive understanding of insurance coverage and being able to interpret and communicate accurate information. • Thoroughly and completely documenting all customer interactions. • Educating customers and dental professionals on eligibility, benefits, claims payment, and authorizations. • Educating on the usage and benefits of self-service tools. • Assisting members on gaining access to care by locating a network dentist or assignment to a primary care dentist. • Directing inquiries to necessary departments or individuals when the resolution of the inquiry is beyond the span of control for this role. • Researching and consistently providing accurate information to resolve all member and provider inquiries through verbal and written communications through all channels including phone, email, web portal, and chat interactions. • Responding to and resolving internal and external complex customer inquiries. • Resolving claim payment inquiries by researching and analyzing patient activity and determining appropriate action to be taken. • Taking ownership of the resolution and setting expectation for follow up. • Ensuring resubmissions, stop payments, and voids are appropriately handled. • Meeting or exceeding individual, department, and client specific goals. • Understanding and adhering to all client administrative and contractual policies and procedures. • Suggesting ways to improve the service delivery processes contributing to the success of the organization.

Role Description Looking for a remote career where your hard work and your contributions make a difference? At ibex, we are hiring motivated, customer-focused individuals to support a leading utility company in a fast paced and engaging environment. This is more than just a call center job, it’s an opportunity to build valuable skills, work alongside a great team and be part of a company that invests in your success. As a Customer Support Representative, you will be the friendly voice customers rely on for answers, guidance, and solutions. Every interaction is an opportunity to create a positive experience while helping customers manage important services and account needs. - Billing questions and payment support - Starting or stopping utility services - Account updates and service requests - Troubleshooting customer concerns - Providing clear, professional, and empathetic support - Navigating multiple systems and tools to find solutions quickly Qualifications - Strong communication and customer service skills - Ability to stay calm and professional during challenging conversations - Comfort navigating multiple computer systems and applications - Critical thinking and problem-solving skills - Basic math skills for billing, balances, and payment related questions - Experience using basic Excel functions, including search tools and filters - Strong attention to detail - Ability to multitask and stay organized in a fast-paced environment - A team-oriented mindset and strong work ethic Requirements - 18+ years of age with a High School diploma or equivalent - Private, distraction free workspace (not a shared/common area of the home) - Hard wired ethernet internet connection with minimum speeds of 50 Mbps Download / 10 Mbps Upload (5G, hotspots, and satellite internet not supported) - Must remain on camera during working hours Benefits - Supportive leadership and collaborative teams - Coaching, recognition programs, and real career growth opportunities - Positive, performance driven culture - Work from home - Paid training - 401k, Health, dental, and vision benefits - PTO, referral bonuses and employee discounts - Free cell phone for all employees! - Childcare assistance programs Eligible States This role is currently limited to candidates residing in: - Arkansas - Georgia - Idaho - Indiana - Kansas - Kentucky - Louisiana - Michigan - North Carolina - Ohio - Oklahoma - Pennsylvania - South Carolina - Tennessee - Texas - Virginia - West Virginia - Wisconsin - Wyoming

Role Description Bilingual Customer Service Representatives will be working directly with the customer to answer general inquiries, address concerns, and assist with requests about products and services across multiple lines of business. The CSR must project a professional company image and provide superior customer service while working with customers through any of the customer contact channels. - Resolving coordination of benefits inquiries by analyzing patient activity (including enrollment, third party liability, claims attachments). - Having a comprehensive understanding of insurance coverage and being able to interpret and communicate accurate information. - Thoroughly and completely documenting all customer interactions. - Educating customers and dental professionals on eligibility, benefits, claims payment, and authorizations. - Educating on the usage and benefits of self-service tools. - Assisting members on gaining access to care by locating a network dentist or assignment to a primary care dentist. - Directing inquiries to necessary departments or individuals when the resolution of the inquiry is beyond the span of control for this role. - Responding to customer inquiries in a courteous and professional manner. - Researching and consistently providing accurate information to resolve all member and provider inquiries through verbal and written communications through all channels including phone, email, web portal, and chat interactions. - Responding to and resolving internal and external complex customer inquiries. - Resolving claim payment inquiries by researching and analyzing patient activity and determining appropriate action to be taken. - Taking ownership of the resolution and setting expectation for follow up. - Ensuring resubmissions, stop payments, and voids are appropriately handled. - Meeting or exceeding individual, department, and client specific goals. - Understanding and adhering to all client administrative and contractual policies and procedures. - Suggesting ways to improve the service delivery processes contributing to the success of the organization. - Other duties as assigned. Qualifications - Fluent in both English and Spanish, with the ability to accurately translate and communicate medical terminology. - High School Diploma or Equivalent. - 2 years experience in a customer service environment. - Ability to multi-task using multiple applications simultaneously. - Ability to set-up computer equipment and troubleshoot issues with minimal assistance. - Professional verbal and written communication skills. - Ability to operate a computer and knowledge of Microsoft Office applications. - Strong organizational skills and attention to detail. - Ability to work independently and with a team. - Ability to learn quickly and adapt to a fast pace production environment. - Cooperative, professional and effective interaction skills. - Critical thinking and problem solving skills. - Ability to tolerate repetitive work without compromising accuracy and service levels. - Attend additional training as requested/deemed necessary. Requirements - Private, distraction free workspace (not a shared/common area of the home). - Hard wired ethernet internet connection with minimum speeds of 50 Mbps Download / 10 Mbps Upload. (5G, hotspots, and satellite internet not supported). - Active wireless phone service. - Must remain on camera during working hours. Eligible States This role is currently limited to candidates residing in: - Arkansas - Delaware - Florida - Georgia - Idaho - Indiana - Kansas - Kentucky - Louisiana - Michigan - North Carolina - Ohio - Oklahoma - Pennsylvania - South Carolina - Tennessee - Texas - Vermont - Virginia - West Virginia - Wisconsin - Wyoming Preferred - Experience in healthcare or related industry experience. - Medical/Dental terminology knowledge experience. - Medicare/Medicaid knowledge. - Claims/Billing and coding experience. Benefits - Medical, Dental, and Vision insurance. - 401(k) Retirement Savings Plan. - Paid Time Off. - Paid T-Mobile cell service. - Employee referral program. - Employee PerkSpot (discounts on retail, hotel, food, restaurants, car rental and much more!). What to Expect After You Apply Once your application is submitted, keep an eye out for an email or text from ibex with the next steps. Be sure to respond quickly so we can stay in touch. If selected, you will be invited to a video interview. We’re excited to meet you and talk more about this opportunity!

• Provide guidance on provider networks, referrals and pre-authorizations. • Troubleshoot and resolve issues related to billing, payments and coverage. • Ensure compliance with HIPAA regulations when handling sensitive member information. • Collaborate with internal departments to resolve complex member concerns. • Maintain accurate records of customer interactions and resolutions in CRM systems. • Meet performance metrics such as response time, resolution rate and customer satisfaction scores. • Stay updated on policies, state regulations and healthcare industry changes.

Role Description The Performance & BSC Reporting Analyst is responsible for managing and enabling performance reporting across technical and non-technical teams, with a primary focus on Balanced Scorecard (BSC), productivity tracking, and data quality. This role ensures that all performance data is accurate, standardized, and actionable, providing leadership and client stakeholders with clear visibility into operational performance. The role acts as a key contributor in consolidating reporting across teams, improving existing trackers, and delivering structured insights that support performance management, accountability, and continuous improvement. Responsibilities - Own and manage all Balanced Scorecard (BSC) and performance-related trackers across technical and non-technical teams. - Consolidate all BSC, productivity, and performance data into centralized, leadership-ready reports and dashboards. - Ensure all trackers (BSC, productivity, improvement, and operational trackers) are accurate, complete, and consistently maintained. - Perform regular data cleanup, validation, and standardization across all team trackers. - Identify gaps, inconsistencies, and risks in reported data, and proactively escalate issues to leadership with recommended actions. - Partner with team leads and stakeholders to ensure alignment on KPI definitions, reporting standards, and data interpretation. - Extract and analyze data from tools such as Jira, Confluence, and Power BI to support reporting requirements. - Continuously improve existing trackers by enhancing structure, usability, and reporting efficiency. - Translate data into clear, actionable insights to support performance management and decision-making. - Support leadership reporting needs by providing timely, accurate, and structured outputs. - Track and monitor action items related to performance gaps, ensuring closure and accountability. - Prepare and deliver daily, weekly, monthly, quarterly, and annual reports, and support additional reporting requirements for client stakeholders and internal leadership as needed. - Continuously explore, learn, and apply automation and AI tools to enhance reporting processes, improve efficiency, and support evolving business and client needs. Qualifications - Bachelor’s degree in a relevant field or equivalent experience in reporting, analytics, or performance management. - 3–5+ years of experience in reporting, data analysis, or performance tracking roles. - Strong understanding of KPI frameworks and Balanced Scorecards (BSC). - Proficiency in reporting tools such as Excel/Google Sheets and Power BI. - Experience extracting and analyzing data from Jira and Confluence. - Strong data validation, cleanup, and standardization skills. - Ability to identify trends, gaps, and risks, and translate them into actionable insights. - Strong attention to detail and data accuracy. - Good stakeholder management and communication skills. - Ability to escalate issues effectively and drive resolution across teams. - Willingness and ability to learn new tools, including automation and AI solutions, to support reporting and process improvement initiatives.

Role Description The Supply Chain & Connectivity Reporting Analyst is responsible for managing reporting and tracking for Goods & Services and Connectivity circuits, with a focus on purchase orders, financial tracking, and operational reporting. This role ensures that data related to procurement, cash flow, and invoice payments is accurate, timely, and aligned with business and client requirements. The role supports leadership and stakeholders by consolidating data from multiple systems, improving reporting processes, and providing clear visibility into financial and operational performance, while also managing reporting requests, enhancements, and documentation. Responsibilities - Manage all reports for Supply Services team focusing on Purchase Orders, Invoices, and Internal Orders, including tracking, monitoring, and reporting. - Extract, consolidate, and analyze data from systems such as Coupa, Power BI, PACMAN (internal tool), Jira, and Confluence. - Monitor and report on cash flow, invoice payments, and financial tracking for both lines of business. - Ensure all financial and operational trackers are accurate, up-to-date, and aligned with reporting standards. - Identify gaps, discrepancies, and risks in reporting, and escalate issues with clear recommendations and resolution tracking. - Consolidate reporting into clear, structured outputs for leadership and stakeholders. - Organize and maintain all process documentation, ensuring accessibility and standardization across teams. - Manage and track enhancement and automation requests for reporting and operational processes. - Support team reporting needs by managing requests submitted through Jira, ensuring proper prioritization and delivery. - Improve reporting workflows by identifying opportunities for automation, efficiency, and process optimization. - Ensure alignment between operational reporting and financial tracking to support business and client requirements. - Prepare and deliver daily, weekly, monthly, quarterly, and annual reports, and support additional reporting requirements for client stakeholders and internal leadership as needed. - Continuously explore, learn, and apply automation and AI tools to enhance reporting processes, improve efficiency, and support evolving business and client needs. Qualifications - Bachelor’s degree in a relevant field or equivalent experience in reporting, finance operations, or supply chain analytics. - 3–5+ years of experience in reporting, procurement, finance tracking, or operations support roles. - Experience working with procurement and financial tools such as Coupa and reporting platforms like Power BI. - Familiarity with internal or planning tools (e.g., PACMAN) is an advantage. - Experience extracting and reporting data from Jira and Confluence. - Strong understanding of cash flow, invoice tracking, and financial reporting basics. - Strong analytical skills with high attention to detail and accuracy. - Ability to manage multiple reporting requests and prioritize effectively. - Strong communication and stakeholder management skills. - Ability to escalate issues, manage blockers, and drive resolution. - Willingness and ability to learn new tools, including automation and AI solutions, to support reporting and process improvement initiatives.

Overview We are seeking a high-performing Sales Customer Service Representative (CSR) to join a fast-paced, performance-driven HVAC home services team. This is a fully remote role focused entirely on sales, booking, and conversion activity—not traditional customer service. This role is best suited for individuals who thrive in a high-volume, metrics-driven environment, are comfortable with outbound and inbound sales conversations, and are motivated by performance-based outcomes. You will serve as the first point of contact for homeowners and are responsible for converting inbound inquiries and outbound opportunities into scheduled service appointments and membership enrollments. Responsibilities Key Responsibilities - Handle high-volume inbound calls, chats, and text messages from homeowners - Convert inbound leads into booked service appointments - Conduct outbound calling and texting campaigns including: - Missed opportunities - Membership renewal and re-engagement - Marketing and rehash leads - Actively present and sell HVAC membership plans during customer interactions - Upsell and cross-sell services where appropriate - Maintain consistent follow-up on leads to maximize conversion opportunities - Accurately document all interactions in ServiceTitan - Work closely with dispatch and internal team to maximize schedule efficiency - Maintain high performance standards in a metrics-driven environment Key Performance Indicators (KPIs) Success in this role is measured by: - Inbound booking rate - Outbound booking rate - Contacts per hour (productivity metric) - Membership conversion rate Overall contribution to scheduled revenue and lead conversion efficiency Qualifications Required Skills & Experience - Minimum 2+ years of customer service AND inside sales experience - Proven ability to handle objections and close over the phone or chat - Strong communication skills in a sales-driven environment - Comfortable working in high-volume, fast-paced call environments - Ability to follow structured scripts while adapting to customer needs - Strong organizational and follow-up discipline - Ability to work late shifts (11:00 AM–8:00 PM or 12:00 PM–9:00 PM EST) - Availability to work weekends based on staffing needs Preferred Qualifications - 2+ years of HVAC or home services industry experience - Prior experience selling HVAC memberships or maintenance agreements - Experience working in ServiceTitan - Background in outbound sales, call center sales, or lead generation environments - Experience with text-based sales or SMS campaign follow-up

Role Description This will be Work From Home (tagged in Ibex Shaw, Mandaluyong) and Mid to Night Shifting schedule. The Tier 2 Network Engineer provides advanced operational and technical support for network connectivity services, acting as an escalation point for Tier 1 activities and owning data accuracy, service validation, and quality assurance across network systems. This role is responsible for managing complex circuit activations, remediation activities, and change execution while ensuring network data integrity through audits, reporting, and continuous validation of tools and documentation. Tier 2 analysts work closely with carriers, internal engineering teams, and cross-functional stakeholders, serving as subject matter experts and contributing to process improvements and operational excellence. - Manage and oversee complex circuit activations, modifications, and decommissions, ensuring accurate and timely service delivery. - Serve as an escalation point for Tier 1, providing technical guidance and support for non-standard and complex issues. - Validate circuit assignments, port configurations, network descriptions, and service attributes across tools and systems. - Perform advanced troubleshooting across Layer 1–3 in collaboration with carriers, operations teams, and engineering. - Conduct service verification and remediation activities, including root cause identification and corrective actions. - Execute and document change requests in accordance with change management procedures. - Own data audit activities, including identifying discrepancies, performing root cause analysis, and ensuring corrective updates across systems. - Monitor and resolve circuit registration, inventory, and configuration inconsistencies. - Generate audit reports, completion reports, and operational metrics to support data accuracy and service assurance. - Manage and track capacity-related orders, including CSP Tether, port orders, and Virtual Circuit (VC) testing. - Prepare and deploy Backbone Link Physical Access (BLPA) as required. - Ensure all network tools, databases, and tracking systems reflect accurate, complete, and up-to-date information. - Conduct quality assurance reviews and peer validations for completed Tier 1 and Tier 2 activities. - Act as a subject matter expert for assigned processes, tools, or service types. - Participate in internal and carrier meetings, providing technical input and operational updates. - Support onboarding, mentoring, and training of Tier 1 team members. Qualifications - Minimum 3 years of experience in network operations with strong exposure to Layer 1 troubleshooting. - At least 1 year of experience in Layer 2/3 troubleshooting and service remediation. - Minimum 1 year of experience executing and managing network change requests. - Advanced understanding of BGP fundamentals and network service dependencies. - Proven experience in data auditing, validation, and reporting across network tools and systems. - Strong analytical skills with the ability to identify data discrepancies and drive corrective actions. - Proficiency in network monitoring, management, and inventory systems. - Experience managing CSP connectivity, capacity orders, and Virtual Circuit testing. - Strong written and verbal communication skills, with the ability to coordinate across technical and non-technical teams. - High attention to detail with a strong focus on quality assurance and data integrity. - Ability to manage multiple priorities in a fast-paced operational environment.

Overview Grow your career with ibex — Remote Bilingual Technical Support SpecialistInternet, WiFi, TV & Phone Connectivity (Work From Home) Are you the person friends and family call when their WiFi stops working? Do you enjoy diagnosing technical issues and helping people get back online quickly? ibex is seeking experienced, technically skilled professionals who can combine strong troubleshooting abilities with exceptional customer service. In this role, you’ll help customers resolve internet connectivity issues, optimize their home WiFi performance, and confidently guide them through solutions that keep their internet, TV, and phone services running smoothly. Responsibilities About the Role As a Bilingual Technical Support Specialist, you will be the first line of support for customers experiencing internet, WiFi, TV, and phone connectivity issues. In this role, you will combine technical troubleshooting skills with outstanding customer service to diagnose and resolve problems related to WiFi networks, routers, modems, internet connectivity, digital TV services, and home phone systems. You’ll guide customers through step-by-step troubleshooting, identify root causes of technical issues, and deliver solutions that restore service quickly and effectively, all while creating a friendly and supportive experience for every customer interaction. We are currently offering a variety of shift options; our team supports customers 24/7. What You’ll Do - Provide technical support to customers via phone - Diagnose and troubleshoot internet connectivity, WiFi performance, TV service, and phone-related issues - Assist customers with modem, router, TV equipment, and phone service setup, configuration, and troubleshooting - Walk customers through step-by-step troubleshooting to resolve connectivity and service problems - Identify root causes of technical issues and recommend effective solutions - Escalate advanced technical issues when necessary while maintaining ownership of the customer experience - Educate customers on best practices to improve home WiFi performance, TV reliability, and phone service quality - Accurately document troubleshooting steps, solutions, and customer interactions in internal systems - Deliver friendly, patient, and professional support during every customer interaction Qualifications What You’ll Bring - Strong technical troubleshooting and analytical problem-solving skills - Working knowledge of home networking concepts including WiFi, routers, modems, internet connectivity, TV equipment, and VoIP or home phone systems - Ability to clearly explain technical concepts to non-technical customers - Strong communication, patience, and empathy when assisting customers - Ability to multitask and remain organized in a fast-paced support environment - A customer-first mindset—you enjoy solving problems and helping people stay connected Must Haves - Minimum 2 years of technical support, IT help desk, ISP support, or related experience required - 18+ years old - High school diploma or equivalent - Ability to work remotely from home in a quiet, distraction-free environment - Reliable high-speed internet connection - Must be Fluent in speaking, reading and writing in both English & Spanish languages This role is currently limited to candidates residing in: Arkansas DelawareFloridaGeorgiaIdahoIndianaKansasKentuckyLouisianaMichiganNorth CarolinaOhioOklahomaPennsylvaniaSouth CarolinaTennesseeTexasVirginiaWest VirginiaWisconsinWyoming Perks & Benefits - 401(k) plan - Health, dental, and vision insurance - Paid time off and referral bonuses - Hands-on, paid training and development Employee-exclusive benefits - Free T-Mobile service - Upward Child Care Assistance Program - ibex Perkspot discounts and more! If you enjoy solving technical problems and delivering exceptional service that keeps customers connected, apply today and grow your career with ibex from home!