Administrative Specialist - After Hours

Welcome to Frontline Managed Services® – where innovation, technology, and efficiency converge to redefine the landscape of IT, Financial, and Administrative Managed Services for legal and professional service firms. As pioneers in the industry, we are driven by a relentless commitment to excellence.

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Position Overview

An After-Hours Administrative Specialist provides triage-only coverage for our client’s billing operations. In this role, you’ll ensure every incoming request is monitored, classified, and routed correctly so that urgent needs are escalated immediately and non-urgent matters are seamlessly handed over for next-day resolution.

This is a role for detail-oriented professionals who thrive in structured environments, communicate with confidence, and ensure nothing slips through the cracks during critical off-hours support.

Schedule and Shift – Monday through Friday 12:30 AM – 8:30 AM IST & 1 Weekend availability (Sat & Sun) - 6:30 PM to 3:30 AM

Work Mode - Work from Office

Budget - 2.80 LPA to 3.36 LPA

What You’ll Do

• Continuously monitor the ServiceNow intake queue (and other designated channels) for after-hours billing requests.

• Review and classify requests based on urgency (e.g., “ASAP,” “tonight,” or known critical scenarios vs. routine inquiries).

• Escalate urgent/time-sensitive requests to the client’s on-call Billing Manager immediately, providing all necessary details.

• Log and close all non-urgent requests for next-business-day action by the client’s billing team.

• Communicate updates to requesters when escalation occurs, ensuring a smooth handoff and maintaining professionalism.

• Follow all client policies and scope limitations, including read-only system access and “triage-only” restrictions.

What You Bring

• Strong attention to detail and ability to follow structured processes with precision.

• Excellent judgment in identifying urgency and applying defined escalation criteria.

• Clear, professional communication skills (verbal and written).

• Ability to stay focused and reliable during late-night or off-hours shifts.

• Proficiency with ticketing systems (ServiceNow preferred), logging tools, or similar workflow platforms.

• Prior experience in service desk, operations, billing support, or triage roles is a plus.

Not Sure You Meet Every Requirement?

We know that great candidates may not match every qualification listed. If you’re excited about the role and believe you could be a strong fit, we encourage you to apply. We value potential and a growth mindset as much as experience.

Join Us

At Frontline Managed Services, we celebrate different backgrounds, experiences, and perspectives. We are committed to building a team that reflects the clients and communities we serve.

“We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.”