HCA - Hero Care Assistant 

Level 1 support agents who cater to customer concerns through SMS, Email and Call. They make the most population of production and is restricted to telephony and virtual assistance. 

SME - Subject Matter Expert

Level 2 support agents who are the Team Leader's right hand. They are no longer to directly respond to customers and has a the privilege of representing the company as a supervisor if the TL is not present or is engaged in other matters. They also have the chance to tackle on fieldwork requests with their supervisor's approval. Once a HCA has shown the skill and dedication, they c an take the SME qualification exam that happens twice every fiscal year. SME's also have the chance to earn a specialization skill that the company offers and would be required if they're seeking for higher positions. 

TL/TC - Team Leader/Team Captain

Considered as the helm of every support team in MagicPerformax, Team Leaders are expected to handle teams of twenty to thirty agents with one SME support of their own choosing. They have no dictated hours and can come in as long as it falls within the specific interval of their respective team. For one to become a TL, they should secure two things. An approval from their immediate supervisor and proven excellence in handling the specialization of choice. 

QAS - Quality Assurance Specialist 

Responsible for maintaining the company's data and metrics, they are responsible of generating and organizing reports for the different departments of the company. While not having their own Team Leader, QAS report directly to the Quality Assurance Manager. 

CRT/Esca - Case Resolution Team/Escalations

In some cases, a customer's concern may be endorsed to the CRT and Esca teams, who would employ the fastest, most efficient solutions to ensure customer satisfaction. Most of CRT agents come from seasoned SMEs who chose not to become TL's.

CAT/CAD - Customer Assurance Team/Division

The company's elite unit, reserved for handling major escalations, white glove service to VIPs as well as settling any possible internal destabilization within the company. It is not known on how one can be qualified for CAT but rumors suggest that it is invite only and there a few select TLs who has the ability to provide a recommendation.