Job title: Transition Coordinator/Disconnect Call Representative
Work Location: BGC, Taguig (Hybrid)
Qualification: High School Diploma or GED equivalent
No of openings: 8

Roles and Responsibilities:

• Communicates with customers by phone to receive orders to discontinue, add, delete, move, or change service and address other service-related issues
• Create tickets indicating changes to service as requested by the customer, to include detailed documentation of account services and numbers
• Provide respectful and knowledgeable assistance to external and internal customers
• Communicate with external customers on the disconnection process ensuring all support SLA’s are kept
• Work closely with sales to develop retention efforts when available
• Demonstrate ability to utilize Job Aids and research issues using knowledgebase and frequently asked question documentation
• Demonstrate competency with various telecom provisioning formats, technologies (POTS, T1, MPLS, Cloud), and Circuits
• Ensure time sensitive tasks are completed
• Assist to resolve termination disputes, where credits may be necessary
• Address complaints concerning services rendered, resolving the problem when appropriate or escalates problem to proper authority for resolution
• Notifies proper authority of complaints or service failures to ensure that problems don’t occur in the future, if preventable
• Flexibility to work different shifts (i.e. not strictly 9 to 5)
• Upholds client company virtues
• To meet/exceed and maintain service levels as assigned by management
• To meet/exceed expected reliability standards

Required Skills:

• 3-5 years of Customer Service or Account Management Experience
• Telecommunications industry expertise
• Self-motivated and reliable; able to independently complete tasks and also operate effectively in a team
• Proven ability to meet deadlines and deal effectively with the stress of a fast-paced environment
• Able to multi-task effectively
• Excellent verbal and written communication skills
• Excellent problem-solving and Application knowledge
• Intermediate knowledge of Microsoft Office Applications
• Ability to consistently meet SLA’s

Job title: Order Representative
Work Location: BGC, Taguig (Hybrid)
Qualification: High School Diploma or GED equivalent
No of openings: 14

Roles and Responsibilities:

• Complete feature change, disconnect, directory listing and/or new/conversion orders for customers via electronic processes utilizing one electronic system.
• Essential Duties and Responsibilities include the following: (Other duties may be assigned.)
• Complete new and conversion customer orders via electronic process utilizing one electronic system
• Monitor work-flow and order completion status to ensure orders are completed within guidelines
• Contact Independent Local Exchange Carrier(s) (ILEC) to resolve order processing issues and to ensure order completion in a timely manner
• Follow escalation guidelines when problem cannot be resolved
• Identify and recommend solutions to processing issues to enhance the order flow
• Provide support for other departmental projects as needed
• Participate in opportunities to develop both personally and professionally
• To meet/exceed and maintain service levels as assigned by management
• To meet/exceed expected reliability standards
• Upholds client Communications’ company virtues

Required Skills:

• 1-2 years’ customer service experience
• 1-2 years’ computer experience (internet, windows, database, etc.)
• 3-5 years’ telecommunications industry experience, preferred
• Excellent customer service skills
• Excellent communication skills (verbal and written)
• Ability to exercise tact and good interpersonal skills
• Organizational and time management skills
• Analytical and problem-solving skills
• Ability to be pro-active with a sense of urgency
• Ability to keep customer information confidential
• Ability to read, understand and communicate technical documentation
• Be a self-starter, a highly motivated person able to work in a fast-paced environment that is continually changing

Job title: Technical Support Representative
Work Location: BGC, Taguig
Qualification: High School Diploma or GED equivalent
No of openings: 8

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
• All other duties as assigned

Required Skills:

• 2-4 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

Job title: Install Coordinator
Work Location: BGC, Taguig (Hybrid)
Qualification: High School Diploma or GED equivalent
No of openings: 6

Roles and Responsibilities:

• Responsible for verifying accuracy and completeness of all new Customer orders, entering orders into OSS systems with a high degree of accuracy, providing technical support to Customers and Vendors, verifying service needs and managing in flight order changes
• Obtain CSRs from multiple LECs/CLECs to perform detained audits of current services
• Host meetings and conference calls to explain audit results to partners/customers and weekly status calls through the onboarding process
• Ensure high quality and accurate service by assisting and resolving a wide variety of customer requests and inquiries
• Project manage multiple Enterprise accounts through on-boarding simultaneously
• Provide daily reporting of project status to Clients/Partners
• Proactively monitor PSRs to ensure timely processing and notifications
• Assist other analysts by sharing information and experience to achieve maximum professional growth and development
• Build external and internal relationships through exceptional problem solving, ownership and follow through
• Acts as liaison between Sales, Customer, Vendors and Partners and works closely with Circuit Delivery, Provisioning, Service Activations Technicians and Field Service Technicians to ensure a smooth installation and activation experience
• Responsible for managing orders through all installation milestones to completion, ensuring all ordered services are activated and exceed Customer expectations
• Initiate and manage escalations through Operations leadership and other internal client departments
• Address post activation issues related to the installation
• Adhere to the client’s Core Values and Competencies
• Perform other duties as assigned

Required Skills:

• Working knowledge and basic understanding of POTS, Cloud Voice and Data, VPN and MPLS knowledge a plus
• Be able to meet inflexible deadlines, perform non-predictive tasks and handle customer conflict to a successful resolution
• Problem solving skills, resourceful and effective decision making