Tech Support

Senior Engineer (Network Security)

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Location: Bangalore/Chandigarh

Job Description

  • Engage with customers on escalated support issues or critical customer situations
  • Provide expert systems design, recommendations, and configurations
  • Perform in-depth diagnostics and troubleshooting using networking tools
  • Assist customers with testing or troubleshooting of networking or cloud service issues
  • Reproduce customer issues to verify problems and document steps to replicate for Support, Engineering and Operations teams
  • Maintain ticket database, logging issues and customer interactions
  • Become a cloud services expert through self-study, company training, and a desire to excel and become an expert
  • Limited travel – typically only for company training or meetings
  • Hours – Business hours support, possible shift work, possible on-call work
  • Other duties or projects, as assigned

Desired Skills

  • Strong verbal and written communication skills (English)
  • Bachelor of Science in Computer Science/Engineering or equivalently advanced industry certifications.
  • Minimum 3 years’ experience working as Support Engineer/ Sr. Support Engineer supporting networking or web security products
  • Working knowledge of networking and security products and enterprise network infrastructure.

Technical Skillset

  • Networking Experience – VPN technologies such as IPSec and VPN clients
  • Network Security (SSL/TLS, VPNs, Firewall, IDS/IPS)
  • Authentication systems such as LDAP, MS AD etc
  • Knowledge of protocols such as HTTP, SMTP, FTP, DNS
  • Basic experience with operating systems such as Linux, Unix, and Free BSD
  • Network troubleshooting experience – Familiarity with tools such as Ping, Traceroute, MTR, and Network Protocol Analyzers such as TCP, dump, Wireshark
  • Knowledge of protocols such as HTTP, SMTP, FTP, DNS
  • Working knowledge of Apache and IIS Web Server administration
  • Scripting knowledge (SHELL, Python, Perl) – not required, a plus

Team Leader

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Responsibilities

  • Understand all organization’s products, services, procedures and guidelines and communicate same to all team members
  • Oversee running and managing a team of associates daily
  • Set targets for all other Team members to meet up with
  • Schedule and organize shift patterns for other team members
  • Prepare forecasts and budgets for the call center
  • Monitor all calls to ensure that due procedures and quality standards are strictly adhered to
  • Facilitate and organize training session for all agents and participate in recruitment of new call center agents
  • Conduct regular review of all associate’s performance and organize training sessions for under performers
  • Submit regular reports to management and seek new ideas and strategies to improve performance at the center
  • Keep up with trends and happenings in the industry and ensuring adherence to industry standards
  • Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.
  • Coaching and mentoring of assigned Team members

 

 

Qualifications

  • Leadership: Oversee other agents whom they would be expected to direct and control. Therefore, they must have excellent leadership skills and abilities
  • Motivation: Know how to devise effective motivational techniques to improve the performance of their team mates
  • Coaching and Mentoring: Great tutors and excellent mentors to their team members
  • Hardworking: to be able to encourage their team members to work harder, they must be hard workers themselves
  • Goal Setting and Achievement: the team leader would also oversee setting goals for others to achieve and therefore, he must be an achiever too
  • Multitasking: l handle multiple tasks at the same time without errors and mistakes.
  • Experience: 2 years of experience in the equivalent role, experience in a Technical Support account is a MUST

 

Technical Trainer

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RESPONSIBILITIES

  • Deliver New Hire and Calendar Programs
  • Research on Client Products / Services and offer an overall training solution during the RFP stage
  • Play the role of a training consultant and provide end to end training solution during new project   transition & deployment
  • Work with the agents during the Pilot phase, support them during Nesting & ensure smooth transition & safe landing of engineers to Production
  • Participate in training discussions with the client
  • Conduct Technology/ Product  training for new engineers as per the business requirement
  • Administer Training Need Analysis (TNA) /Skill gap assessment and conduct refresher technology training for tenured engineers as per the need
  • Design curriculum, Develop content, lab scenarios & case studies
  • Proactively develop content on new technologies and offer the training through Classroom / Online Portal/ Blended
  • Ensure learner satisfaction, their learning and application on the job
  • Monitor, Track, Measure and Manage effectiveness of training programs
  • Periodically upgrade Knowledge & Skills on new/ emerging technologies and get certified as per the business requirement

 

JOB SPECIFICATIONS

Knowledge, Skills and Abilities:

  • Knowledge on Computer Hardware, Architecture, Hardware Components, Ports, Connectors, Standards
  • Desktop Operating System: Windows 8/10, Macintosh O.S 10.X
  • Networking Fundamentals: OSI Model, TCP/IP protocol suite, IP addressing, Subnetting, MAC addressing protocol headers, ARP, ICMP,FTP, DHCP, DNS, DMZ
  • Network Devices : Hubs, Switches, Routers, Modem, Gateways
  • Utilities: Ping, Traceroute, Nslookup, Netstat, Nslookup
  • Wireless Networking : Wireless Standards, Architecture, security
  • VoIP technology added advantage

Other Skills:

  • Exhibits strong interpersonal skills
  • Client interfacing skills
  • Excellent Presentation and Delivery Skills
  • Must have good organizational and prioritizing skills
  • Ability to cope with stress and to remain calm in all situations and provide results based on the given task

QUALIFICATIONS:

  • Graduate in any Discipline
  • Must have a minimum of 5- 6 years working experience preferably in BPO or related industry, providing Technical support to the clients or customers with experience in Training.
  • A+/ CCNA/ N+ or any other relevant certification will be an added advantage

Technical Support Representative

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Key Tasks:

  • RMAs: creation, oversee, manage returns and confirm fault validity
  • Direct consumer and customer support via telephone and email where required, including entering data onto various Navigation IT systems
  • Constantly seeking out and identifying opportunities to upgrade consumers to the latest product offering
  • Work constructively with regional Service, Product Management and R&D teams to resolve issues
  • Deliver both theory and practical classroom training for Customers
  • Monitor and compose monthly Key Performance Indicator (KPI)

 

Key Requirements:

  • Technical Support Qualifications: 2 years completed in College
  • Language Skills: Our forecast is for English, On an English program, our agents must have a command of English with an ability to read, analyze and interpret industry magazines, journals, technical procedures and computer products or whatever the program requires. It would also be helpful if the agents possesses the confidence and ability to present detailed information and respond to questions from and Vendor Partner managers and customers. Agents must be able to communicate in English and be easily understood. This should be verifiable based on internal language test results.
  • Reasoning Ability: Listening, interpreting, identifying problems, gathering data, reaching the most appropriate conclusions, reading technical diagrams and dealing in the abstract are all important qualities and abilities the Customer Care agent should have. Also numbered among those things that are important, the ability to articulate their findings or conclusions back to the customer they are helping.
  • Skill and Knowledge: Computer skills are essential. Strong computer skills are required including familiarity with Windows-based programs such as Microsoft productivity tools (e.g., Excel, Word and Outlook)
  • Friendly, Helpful and Eager to Please: The customer care agent must possess common courtesies such as empathy and building rapport with customers.
  • Flexibility and the ability to keep up with the pace. We move quickly and need our Customer Care agents to move with us.

Technical Support Representatives

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Technical Support Representatives: Manila

Responsibilities
 Act as the first point of contact for consumer inquiries via phone, CRM, and Live Chat.
 Handles all customer inquiries in the best interest of the consumer
 Ensure all efforts are expended to meet/exceed customer product delivery expectations.
 Develop/source the necessary tools such as remote desktops and PC Diagnostics
 Help establish a competitive warranty model
 Implement customer unit repair and replacement process
 Establish and maintain effective working team relationships with all departments.
 Possess customer-centric skills and communicate effectively with customers providing a world-class customer experience

Desired Skills
 Language skills: Fluent in English Exceptional written and verbal communication skills.
 Education Requirements: Minimum Technical college degree in Computer Science or Engineering
 Professional Requirements: Experience and knowledge in PC hardware/functions
 CompTIA A+ certification an added advantage
 Knowledge of supporting MAC systems
 Exhibit strong organizational, analytical, and critical thinking skills.
 Ability to multi-task and close inquires fast and efficiently.
 Proven ability to research and resolve problems.
 Possess the ability to work independently and as a team.
 Enthusiasm for PC gaming an advantage.
 Experience with SalesForce a plus.
 Ability to type at least 55 WPM.
 Willingness to work in shifts

Technical Support Representative

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Location: The Curve, BGC

Job Description
• Take inbound customer calls to provide customer service and technical support for end users through active listening, effective troubleshooting and problem solving through established methods and procedures, standards and guidelines as outlined by the campaign.
• Identifies the need to escalate specific issues and follow through where necessary.
• Transfers calls to other departments where appropriate.
• Provides information and responds to inquiries from Managers, Clients, and Customers in a professional manner
• Works on special projects and assumes additional responsibilities as assigned
• Keeps up to date on new procedure proactively
• Other duties as assigned

Qualifications
• Strong command of the English/ language with strong conversational skills.
• Strong problem solving skills
• Ability to interpret an extensive variety of technical instructions
• Detail oriented with strong organizational skills and ability to multi-task.
• Ability to read, analyze, and interpret general technical procedures, and computer products in English.
• Ability to remain calm under stressful situations.
• Ability to work well with others at varying organizational levels
• Flexible to work within a 24×7 environment; including weekend and holiday work schedules
• Computer literacy
• Minimum of 1 year and 6 months of call center experience from ISP account/s is preferred, technical support experience is a plus, earn a competitive salary

Customer Service Representative

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Customer Service Representative
Location: Bonifacio Technology Center, BGC

Key Responsibilities
• Provide outstanding support to customers with billing, membership and service questions
• Manage and maintain customer relationships and retain customers through excellent customer care
• Understand the customer’s needs through effective listening and probing skills.
• Assist customers in a polite, courteous, and professional manner
• Work efficiently with high regard for quality
• Ensure that all customer concerns are followed through to completion in accordance with vision and goal of the program
• Match customer needs to client services and adhere to processes, work standards, targets, and objectives
• Focus on the delivery of Key Performance Indicators
• Ensure that all calls are answered within designated time scales
• Meet/exceed Customer Satisfaction Score, Average Handle Time, and Service Level goals set by the client

Skill Requirements
• At least 6 months of professional customer support experience
• Exceptional customer support skills
• Previous email, voice or chat experience
• Excellent command over spoken & written English
• Excellent typing skills
• Proficient in computers
• Self-motivated
• Interdependent

Qualifications and Experience:
• Must be at least 18 years old
• Completed at least 2 years of college, a 2 year vocational course, or a 4 year degree course.
• Willing to work in Taguig City
• Willing to work night or morning shifts and during weekends and holidays

Team Leader

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Location: BGC, Taguig

 

Responsibilities:

  • Manages day-to-day planning, operation & problem-solving of a team of agents to meet with the required service level components
  • People management, including HR-related issues
  • Call monitoring, coaching, and feedback, responsibility for delivery of the defined customer experience
  • Motivation, leadership for a team & developing future leaders
  • Conducting performance appraisal for the team
  • Work closely with the team members to solve customer problems. Also needs to understand the agent’s problems & weaknesses. Offers solutions & suggestions for process and product improvement to management
  • Required making decisional supervisory level authority for reversal of charges. Responsible for making decisions on training requirement for team members and adjusting targets to suit the needs of the business.

Qualifications:

  • Candidate must possess at least a Bachelor’s/College Degree, any field
  • At least 1-2 years same experience for this position
  • Excellent problem-solving skills
  • Willing to work on shifting schedule

IT Engineers

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JOB DESCRIPTION:  IT ENGINEERS

Manage organizations’ computer systems, including software, hardware and networks. They may be responsible for designing, installing, and supporting the entire system specializes in any area of the computer system, such as security infrastructure or telecommunications.

 

QUALIFICATIONS:

  • Bachelor’s degree in IT
  • 1-3 years of Hardware & Software troubleshooting, switches, routers and LAN
  • Average communication skills
  • Willing to extend working hours when needed
  • Physically fit and can work under minimum supervision
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