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

CSS Corp is now Movate

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