Customer Support

Intelligent Access Edge Systems Engineer

Job Title: Intelligent Access Edge Systems Engineer
Location: Poland (#LI-Remote)
Experience: 1+ years of technical support and/or escalation support experience

 

Responsibilities:

  • This position will predominately provide technical support via the telephone, web or at the customer site with specific data-centric objectives based on product responsibilities.
  • The candidate must be able to take ownership in driving and solving customer technical product issues with urgency and effectively operate independently and collaborate with team members as the situation requires.
  • Complete training deliverables on a quarterly basis to ensure you are up to speed on the latest feature and technology enhancements.
  • Use data and insight to explain a situation, make informed decisions and provide recommendations for improvement.
  • Focusing on our Intelligent Access Edge portfolio, this position will be working with our Layer2/Layer 3 access networks and customer premise equipment.

 

Qualifications:

  • 1+ years of technical support and/or escalation support experience, with a background in networking and telecommunication.
  • BS/MS EE, CS, or equivalent
  • Strong initiative, troubleshooting, and problem-solving skills are a must for success in this role
  • Strong cultural fit, valuing teamwork and shared success while constantly striving to better yourself for the collective impact on the team and our customers
  • Ability to deliver technical information (both orally and in writing) in a clear, concise manner, as well as communicate effectively to other internal stakeholders cross-functionally in efforts to provide solutions for our customers.
  • Thrive in a fast-paced environment while managing multiple customer issues/projects simultaneously, providing timely yet thorough responses
  • Strong technical account management, customer service, and project management skills
  • This role requires an engineer who is relentlessly customer-centric, a strong problem-solver, and a strong collaborator.
  • CCNA/CCNP/JNCIP/RHCSA or equivalent desired
  • Experience with L3 routing protocols (OSPF/ BGP), TCP/IP, L2 switching, VLANs, QoS/DSCP, VoIP (SIP/MGCP)
  • Knowledge of 802.11, SDN/SDA, MPLS, MEF, GPON, NG-PON2, DHCP, AAA, Firewalls, Netflow, OSS/EMS, SNMP, IGMP & IPTV, Scripting, and/or Linux

Customer Support Representative with English and Any Other European Language

Job Title: Customer Support Representative with English and Any Other European Language
Location: Poland (Remote)
Experience: 0 – 6 months experience in call centre environment (Preferred)

 

Responsibilities:

  • Ability to effectively navigate through desktop tools, applications, and websites
  • Basic Knowledge of MS Office
  • Excellent problem-solving skills with proficiency in identifying issues by performing Root cause analysis
  • Proficiency in keyboarding (30+wpm), Windows-based applications, internet, and web browsing
  • Ability to utilize various documentary and personnel resources to craft case-specific action plans
  • Ability to work with a sense of urgency
  • Ability to spot and report areas for continuous process improvement

 

Qualifications:

  • If you speak Spanish, French , Italian, German & English fluently
  • Have strong verbal and written communication skills
  • You are patient and empathetic
  • Problem-solving comes naturally to you
  • You are not afraid of picking up calls, answering emails and participating in chats

Front End Developer in Colombia

Job Title: Front End Developer
Location: Bogota
Experience : 3-4 years

 

Engineers display a solid understanding of core engineering concepts. They are focused on growing as an engineer, learning the team’s tools and current processes, as well as a strong background in Engineering best practices like automated testing, source control, and agile planning.

 

Responsibilities

  • Writing and reviewing code from the sprint backlog inline with front-end team best practices o Assisting in driving team sprint execution to ensure timelines are met without compromising on quality.
  • Consistently writes production-ready code that is easily testable
  • easily understood by other engineers
  • and accounts for edge cases and errors.
  • Helps their fellow team members overcome obstacles
  • resolve blockers
  • and complete work tasks.

 

Skills Required

  • Must have at least 4 years of commercial experience in Front-end web development
  • Strong experience in modern front-end build tools (e.g. Git)
  • Webpack
  • Yarn
  • Grunt
  • NPM
  • Must have strong written and oral English language communication skills

 

Benefits and Perks

  • Competitive Compensation
  • Work from Home Opportunity

Customer Service B2+ C1

Job Title: Customer Service B2+ C1
Location : Barranquilla
Experience : 0-1 years (Freshers Also Welcome)

 

We are looking for passionate people who dare to excel and want to grow professionally:

Responsibilities

  • Give the best customer experience in the service to the clients
  • Solve all possible situations during the service while maintaining empathy and active listening

Skills Required

  • Advanced English
  • High customer service skills

Benefits and Perks

  • Great offer and opportunities to growth
  • Work from Home Opportunity

Web Sales Representatives

Job title:  Web Sales Representatives
Work Location: BGC, Taguig
Qualification: High School Diploma or GED equivalent
No of Openings: 12

 

Roles and Responsibilities:

  • Provide inbound support for DocuSign through multiple channels; calls (8%), chats (90%) and emails (2%).
  • Consultants would be expected to answer customer service type questions and generate sales through consultative selling (Sandler method).

 

Required Skills:

  • Minimum of 1 year in an international call center (can be cumulative experience but not back-office work)
  • Voice or Chat Sales experience preferred (upselling, outbound sales, hard selling preferred)
  • Chat experience preferred
  • KPI: Sales (Monthly Recurring Revenue), Conversion Rate, Quality, Availability/SL, Attendance
  • Ability to comprehend and give instructions in English (B2 CEFR or greater)
  • Chat Assessment to be determined (35 WPM, 85% Accuracy)
  • Sales experience (inbound and outbound)
  • Instruction – giving skills (tested during interviews) Orientation and knowledge about DocuSign, digital signature

L1 – Security Support Engineer

Designation: L1 – Security Support Engineer
Location: Romania
Experience: Minimum 1 Year Experience in endpoint security support  for English

 

Primary Responsibilities and Duties:

  • Troubleshoot all Level 1 support from the EMEA region & First response for US customers.
  • Provide exceptional customer service while responding to phone, e-mail, and online requests for technical support.
  • Represent the customer to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and incorporated into the product release cycle.
  • Assist customers in the triaging and troubleshooting of clients products
  • Track and monitor all support cases to ensure timely resolution and follow-up.
  • Engage with Tier 2 support and escalate the cases in a timely manner
  • Clearly identify documents, and find solutions for customer issues and product problems using the client’s KB engine.
  • Escalate critical customer situations to the appropriate level of management.
  • Communicate technical issues to support teams and to clients always

 

Skill Set Requirement:

  • 1 + Years in enterprise endpoint security or technical assistance center support
  • Basic understanding of security concepts
  • Strong understanding of Windows
  • A basic understanding of Windows servers & Active directory concepts is an added advantage.
  • Basic knowledge in Virtualization and Cloud Concepts is an added advantage.
  • Excellent Written & Verbal communication skills
  • Ability to work a day shift with flexibility for on-call rotation a few times a month after hours

Customer Service Representative – Romania

Position Title: Customer Service Representative

Location: Romania

Working Hours: 8AM to 5PM EEST Monday thru Friday (5×9); may be required to work other shifts to meet customer needs

                  

Experience 

  • Minimum 6 months -1 year of demonstrated customer service-oriented experience

Functional Skills 

  • High level Integrity, understand & abide by our business practices
  • Willingness to learn (LOB specific product/service, policies & processes), execute and improve
  • Ability to effectively navigate through desktop tools, applications and websites
  • Basic Knowledge on MS Office
  • Excellent Problem solving skills with proficiency in identifying issues by performing Root cause analysis
  • Proficiency in keyboarding (30+wpm), Windows-based applications, internet and web browsing
  • Ability to utilize various documentary and personnel resources to craft case-specific action plans
  • Ability to work with a sense of urgency
  • Ability to spot and report areas for continuous process improvement
  • This role is temporarily remote due to COVID-19.
  • You must be able to work assigned shifts during the center’s hours of operation: 8AM to 5PM EEST Monday thru Friday (5×9)
  • Bachelor’s degree in Computer Engineering, Management Information Systems or equivalent degree/experience preferred.

 

Soft Skills:

  • Must possess excellent oral and written communication skills in German/French/Italian + English
  • Ability to express precisely and with clarity
  • Excellent listening & Probing Skills
  • Exhibit strong interpersonal techniques – is positive, pleasant, respectful and customer focused
  • Ability to express empathy and exhibit a desire to help others
  • Provide case handling that is unique and based on each individual customer’s specific needs and schedule
  • Ability to de-escalate difficult customer issues to full resolution
  • Focus on creating a satisfying experience for the customer by using professional customer service techniques, personalizing and focusing on adding value
  • Ability to cope with stress and to remain calm in all customer service situations – remain patient, polite and provide excellent customer service
  • Preferred to have trouble-shooting experience with VoiP/Cloud PBX systems / cloud telephony technology
  • Ability to handle high volume of tikets, phone calls, and chats.
  • Being a true team player is a must.

 

Customer Service Representative – Mauritius

Position Title: Customer Service Representative
Number of Openings: 50+ positions
Location: Ebene Cyber City, Mauritius
Working Hours: EST (candidates would need to work in shifts)
Experience: Minimum 6 months -1 year of demonstrated customer service-oriented experience

 

Roles and Responsibilities:

  • High level Integrity, understand & abide by our business practices
  • Willingness to learn (LOB specific product/service, policies & processes), execute and improve
  • Ability to effectively navigate through desktop tools, applications and websites
  • Basic Knowledge on MS Office
  • Excellent problem-solving skills with proficiency in identifying issues by performing Root cause analysis
  • Proficiency in keyboarding (30+wpm), Windows-based applications, internet and web browsing
  • Ability to utilize various documentary and personnel resources to craft case-specific action plans
  • Ability to work with a sense of urgency
  • Ability to spot and report areas for continuous process improvement
  • You must be able to work assigned shifts during the centre’s hours of operation: EST time zone

 

Required skills:

  • High School Diploma as a minimum
  • Previous customer service experience desired
  • Excellent communication skills, including verbal with proper grammar
  • Customer service oriented
  • Good computer skills
  • Good multi-tasking skills
  • Basic experience handling customers over different communication channels

L2 Support Engineer with French and English

Title: L2 Support Engineer
Location: Poland
Experience: 3 years of solid experience in application support/integration

 

Your role:

  • To provide technical expertise in product issues
  • To provide support to direct customers via phone (outbound calls)
  • To complete technical documentation
  • To test, organize and report the progress of ongoing issues on a regular basis
  • To summarize customer comments on product features

Your profile:

  • At least 3 years of solid experience on application support/integration
  • Working Knowledge of IT Hardware and Software
  • Hands on experience in networking
  • Excellent knowledge of best practices around management, control, and monitoring of server infrastructure
  • Experience on Client-Server Architecture ( 2-Tier / 3 Tier Architecture)
  • Website troubleshooting and coding experience: IIS, Azure Web Apps, Apache, Tomcat, WordPress, etc.
  • Hands-on experience on SQL
  • Complex problem solving
  • Fluent French and English is a must

Trainable:

  • Exposure to Cloud Platform (AWS / Azure / GCP)
  • Programming / Scripting languages

Additional / Preferred

  • Working knowledge of ASA firewalls
  • Experience with systems and network security
  • Experience managing/operating systems on AWS
  • Understanding of the AWS tenets – architecting for the cloud
  • Hands-on experience with the AWS CLI and SDKs/API tools
  • Experience in any Programming / Scripting languages (like PHP, Python, Power shelling Scripting)
  • Understanding of network technologies as they relate to AWS
  • Proficiency in SQL Server Management Studio, SQL Server administration, including database set up and optimization
  • Hands-on experience with table spaces, indexes, partitions, and query performance tuning
  • Knowledge to mapping multiple data sources from various data formats and normalizing the data into SQL repositories
  • Very good knowledge and understanding of using data and configuration files on Web-Based
    application environment

Google Service Desk Engineer

Title: Google Service Desk Engineer
Experience: 2+ Years
Location: Poland

 

Responsible for providing phone, chat, and email-based technical support for Google Client products. Assists Google employees in determining problems, and provides resolutions to technical and service problems. Responsible for user satisfaction through effective handling of user problems. Ensure proper escalation procedures are followed. Performs assigned functions according to standardised policies and procedures. Basic analytical ability and cognitive skills are required to understand & resolve technical issues.

 

Principle Duties and Responsibilities

  • Provides Technical remote support on all 5 operating systems (Linux, Mac, Windows, Chrome and Android) with basic OS troubleshooting techniques and documented escalation procedures
  • Provides Technical remote support on Google software and applications to the point of installation and basic use; if required need to escalate or file bug with application owners
  • Uses troubleshooting techniques to identify network related issues
  • Provides system administrative support and basic hardware troubleshooting on Google desktops, laptops, VMs and Servers
  • Help Google employees with access & account issues based on defined/documented guidelines, policies and procedures
  • Attends required technical training sessions and makes effective use of KBs to address issues efficiently
  • Complies with schedule adherence to ensure the overall service level targets are achieved
  • Identifies and provides input on unique (or) recurring user problems

Knowledge, Skills and Abilities

  • Working knowledge of Windows OS and basic knowledge on Linux OS
  • Working knowledge of PC architecture/technology
  • Working knowledge and understanding of policies and procedures and the ability to determine the course of action based on given guidelines
  • Ability to analyse and solve technical problems by investigating potential solutions using troubleshooting skills
  • Good organisational skills
  • Good Analytical & Cognitive skills
  • Excellent telephone and customer handling skills
  • Ability to deal professionally with irate customers
  • Ability to learn new products and technologies

 

Primary Qualification

  • Any High-school Diploma /Degree
  • 1 to 2 year of international calling experience
  • Technical troubleshooting – 1 to 2 years of experience in troubleshooting issues related to hardware & software issues on at-least one of these operating systems (Linux, Mac and Windows desktop environments, etc)
  • Candidate should have good multitasking skills and technical knowledge

 

Secondary Qualification

  • Excellent communication skills
  • Good customer service skills, multitasking and leadership skills
  • Ability to adjust quickly to the changing priorities and make quick decisions with limited information
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