Tech Support

Technical Support Tier 1

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

Hosted Services Technical Support Tier 1

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

Sr. Technical Support

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

Customer Support Representative – French, Spanish and English

Designation: Customer Support Representative – French, Spanish and English
Location: Ultra Park 1, Heredia Costa Rica
Experience: 6 -24 months


Roles and Responsibilities:

  • Handle incoming calls and process/complete tasks identified in cases received through the CRM portal and assigned queues
  • Triage incoming cases received by CRM. Prioritize & Assign by priority category, offer case acknowledgment & expectations to customer
  • Provide application support by creating cases, conducting & documenting initial discovery, and escalating when necessary
  • Adhere to established SLAs, and productivity/performance goals
  • Provide world class Customer Support by delivering service in accordance with Vonage values
  • Perform database searches
  • Gain an understanding of the product line and the role of Movate in supporting Vonage
  • Remain empathetic and concerned with resolving the customer’s issue
  • Provide exceptional customer service at all times
  • Ensure all transactions are documented appropriately
  • Ensure to achieve all KRA and KPIs for the project
  • Maintain high level adherence and compliance towards policies, process and procedures



  • High School Bachelor’s Degree – (For Costa Rica: Technical High School Diploma in Electronics is a plus, other GEOs should adapt to their corresponding education system’s conventions).



  • Call center previous experience Phone-based support skills, preferred
  • Strong customer service orientation and disposition
  • Ability to work in multiple technical mediums simultaneously while remaining attentive to customer and their concern.
  • Strong technical aptitude and computer skills (e.g., Web-based applications, Mobile applications, Excel, Word)
  • Excellent French and Spanish, English Writing skills with good English communication skills & Spanish written and verbal communication skills
  • A self-starter who is able to operate independently, within a team environment
  • Interest in technology (although prior related technology expertise is not required)

L2 IT Support Engineer

Job title: L2 IT Support Engineer
Work Location: Mauritius
Experience: 2+ years


Roles and Responsibilities: 

  • Field incoming help requests from end users via both telephone and work orders in a courteous manner.
  • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
  • Build rapport and elicit problem details from help desk customers.
  • Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
  • Record, track, and document the help desk request problem-solving process,
  • Apply diagnostic utilities to aid in troubleshooting.
  • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
  • Test fixes to ensure problem has been adequately resolved.
  • Perform post-resolution follow-ups to help requests.
  • Develop help sheets and knowledge base articles for end users.
  • Perform related duties consistent with the scope and intent of the position
  • Manage IT hardware and Software asset portfolio with respect to risk, cost control, governance, compliance, and performance objectives.
  • Responsible for the daily and long-term strategic management of software and technology-related hardware within the organization. This includes planning, monitoring, and recording software license and/or hardware assets to ensure compliance with vendor contracts.
  • Manage a team of IT Asset Analysts.
  • Plan and implement IT hardware asset life cycle strategy; advise Procurement and IT Operations in procurement strategies for IT hardware acquisition.
  • Serve as IT hardware & Software asset management subject matter expert.
  • Optimize usage and cost of IT hardware deployments.
  • Manage acquisition, deployment, utilization, tracking, security, and final disposition of IT assets.
  • Guide IT asset associate in the daily administration of the asset management activities.
  • Monitor software licenses to ensure they comply with license agreements and usage standards.


Desired Profile: 

  • 2 years of End uses computing / desktop support experiences.
  • Basic knowledge of Active Directory, DHCP, DNS, Azure Active Directory
  • Basic networking like MPLS, Internet, Router & Switch & troubleshooting skills of wifi, LAN connectivity etc
  • Fair knowledge on Office 365, MS Outlook troubleshooting
  • Knowledge on Printers, VPN, Software installation, Desktop imaging
  • Must have experience in managing 100+ users physically at locations and associated with desktop support
  • Must have basic documentation skills and proficient in Excel and in reporting as well


Required Skills & Desired Skills :

EUC / End users computing support, Deskside support, Windows 10 working knowledge, VPN, Antivirus client installation, Desktop troubleshooting, Office 365 knowledge, Basic knowledge of Active Directory, Proxy, DHCP, DNS, LAN, WAN, Wifi etc. Working knowledge to manage IT inventory / assets etc.


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