OutForce is a people-first outsourcing company focused on building high-performing teams and long-term careers.

We partner with companies around the world, providing dedicated offshore professionals who work as an extension of our clients’ teams.

Unlike traditional outsourcing models, our people are fully embedded into their client’s business, creating meaningful work, stronger collaboration, and long-term career opportunities.

We are proud to be:

• 
  Great Place to Work® Certified
• 
  HR Asia Best Companies to Work for in Asia 2025
• 
  HR Asia Most Caring Company Award 2025
• 
  HR Asia Diversity, Equity & Inclusion Award 2025

At OutForce, we invest in our people through career growth opportunities, flexible work environments, supportive leadership, and a culture built on trust, collaboration, and continuous improvement.

As a tech-enabled, people-powered company, we are committed to helping our employees grow alongside some of the world’s most exciting businesses.

Join OutForce and build your future with one of Asia’s best workplaces.

Job Overview:

Employment type: Full-time

Shift: TBC

Work setup: ONSITE

Salary: 35,000 - 45,000

What we offer:

• 
  Competitive compensation package aligned with your skills and experience
• 
  Night differentials pay to help maximize your earnings
• 
  Comprehensive HMO coverage, including a free dependent on Day 1
• 
  Employee referral program with rewarding incentives
• 
  20 days of annual leave, giving you flexibility to manage your time
• 
  Engaging team activities and events to keep work enjoyable
• 
  Build strong, high-impact connections with key stakeholders across the business
• 
  Take part in client engagement initiatives to elevate your professional experience.

The position relies heavily on Woolpert’s standard
operating procedures (SOPs), knowledge base articles, and documented workflows
to ensure consistent, efficient, and well
‑
documented support delivery.

Ticket Intake & Triage

• 
  Monitor
  and manage incoming tickets through Woolpert’s helpdesk platform
• 
  Perform
  initial triage, including:
• 
  Validating
  request details
• 
  Assigning
  correct category, service, and priority
• 
  Identifying
  impact and urgency
• 
  Ensure
  tickets are routed or escalated to the appropriate resolver group in
  accordance with SOPs and escalation guidelines

Basic Support & Self‑Service Enablement

• 
  Provide
  basic Tier 0 support using approved scripts, knowledge articles, and SOP
  documentation
• 
  Guide users
  through standard procedures or self‑service options where applicable
• 
  Confirm
  resolution or escalate when issues fall outside Tier 0 scope

Documentation & Quality

• 
  Maintain
  accurate and complete ticket documentation, including:
• 
  Clear
  problem statements
• 
  Actions
  taken
• 
  Escalation
  rationale
• 
  Reference
  and follow Woolpert’s documented SOPs, workflows, and knowledge articles
• 
  Identify
  opportunities where documentation or SOP updates may be needed and provide
  feedback to leadership

Escalation & Communication

• 
  Escalate
  unresolved or higher‑impact issues to Tier 1 or Tier 2 support teams in a
  timely manner
• 
  Communicate
  clearly and professionally with end users regarding status, expectations,
  and next steps
• 
  Support
  consistent service experience by following established communication and
  response standards