Job title: Technical Support Tier 1
Work Location: BGC, Taguig (Hybrid)
Qualification: High School Diploma
No of openings: 15+

 

Roles and Responsibilities:

• Respond to customer e-mails, phone calls, and chats in a timely manner
• Address voice and data issues and work with other teams to drive resolution
• Troubleshoot customer connectivity issues
• Coordinate with other departments to diagnose and fix site issues
• Remain available in a call queue to answer inbound calls
• Stay updated on changing processes and new company products
• Attend training sessions as assigned by management
• Willingness to work flexible hours during nights and weekends is preferred

 

Required Skills:

• Basic computer and network support knowledge
• Strong understanding of Windows OS and other Microsoft Office Suite
• Previous call center and CRM system experience desired, but not required
• Critical thinking skills, resourceful and effective decision-making
• Exceptional conflict resolution, and problem-solving skills
• Strong attention to detail
• Ability to multi-task and juggle multiple high-priority issues simultaneously

Job title: Hosted Services Technical Support Tier 1
Work Location: BGC, Taguig (Hybrid)
Qualification: High School Diploma or GED equivalent, College Degree preferred
No of openings: 10+

 

Roles and Responsibilities:

• Maintain availability in an inbound call queue
• Answer inbound customer calls and follow predefined scripts and handle calls with a positive, problem-solving attitude.
• Create trouble tickets based on customer issues and include relevant information as defined by trouble ticketing templates
• Troubleshoot VoIP issues related to SIP messaging, QoS, voicemail, call flow/routing, etc.
• Assist customers with customer portal access and training and administrative changes such as call forwarding and scheduled call forwarding, voicemail PIN reset
• Troubleshoot SDWAN related issues on Meraki, Velocloud, and FortiGate devices
• Troubleshoot cloud and managed service-related issues, such as e-mail, web hosting, DNS, etc.
• Strive for first call resolution, if first call resolution cannot be met, properly code trouble tickets for escalation to Tier 2 Tech Support using Ticket classification Guidelines
• Utilize online resources such as the knowledge base to resolve customer troubles
• Participate in continuing education and onsite training for new products and services
• Consult with Tier 2, Leads or Supervisor as needed for problem resolutions
• May perform additional duties such as data analysis, project management, reporting, as well as provide input for troubleshooting scripts and diagnostic tools
• Be available to work any shift in a 24x7x365 call center environment
• Maintain adherence to contact center KPIs, including Average Handle Time, Idle Time, etc.

 

Required Skills:

• 2+ years customer service and/or technical support (Telecom Industry preferred)
• Basic understanding of Microsoft Office Suite
• Understanding of basic networking principles, including IP addresses and subnets, routing and switching
• Strong analytical skills and excellent verbal and written communication
• Candidate must have a professional demeanour and customer satisfaction driven attitude
• VoIP/SIP experience preferred

Job title: Sr. Technical Support
Work Location: BGC, Taguig
Qualification: High School Diploma or GED equivalent
No of Openings: 2

 

Roles and Responsibilities:

• Answers, evaluates, and prioritizes incoming telephone, email, and chat-based requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies
• Recognizes problems, conducts research, provides resolutions, and follows up with customers as needed, escalating more complex cases to the appropriate team
• Logs and tracks call and all customer communications using Salesforce CRM
• Will extensively leverage support tools to search and reuse existing solutions for known customer issues
• Ongoing contribution to new KB (knowledge base) article creation
• Consults with Tier 1 and Tier 2 subject matter experts when working on complex issues
• Will actively manage case backlog aligned with team targets and productivity metrics
• Will become the subject matter expert to assist less experienced team members daily
• Will contribute to training and mentoring new hires as needed
• Will perform a gatekeeper role for all case escalations going to Tier 2
• All other duties as assigned

 

Required Skills:

• 5-10 years’ prior experience in a technical support role supporting cloud-based software
• Salesforce or other CRM experience preferred
• Strong attention to detail and time management
• Strong oral and written communication skills
• Strong customer service and conflict resolution skills
• Ability to handle a heavy workload and multiple projects with frequent interruptions and schedule changes
• Associate degree or equivalent work experience
• Proficient in Microsoft Office suite
• Ability to problem-solve, multitask, and reprioritize tasks
• Constant indoor collaborative work environment in close contact with co-workers
• Frequent social interactions and interruptions
• Frequent work under time restraints