Telecom & Network Services

Networking Support Engineer B2+

Job Title: Networking Support Engineer B2+
Location : Barranquilla
Experience: 1 – 2 years


We are looking for Network support engineers, people trained or certificates in Networking with customer service experience. The role of the Network Engineer is to respond to troubleshoot tickets, act as the customer’s point of contact for reported problems and troubleshoot problems to resolution. This will involve extensive conversations with customers and other Network Engineers, duplicating the reported problem in the laboratory and, using extensive IP networking and network security knowledge to resolve the problem.



  • Receive trouble cases from calls or from the client web ticketing system; manage the caseload and summarize ticket status for shift hand-off
  • Use extensive knowledge to perform & initiate and repeat procedures as needed
  • Escalate to the Team Lead when appropriate


Skills Required

  • BA degree or equivalent is desired
  • High School Diploma as a Minimum
  • Trained or certificate CCNA or equivalent required; CCNP or other certifications are desired
  • 1 – 2 years of help desk experience or customer service experience (or equivalent)
  • Communication skills; remain empathetic and courteous while speaking to customers about frustrating; complicated IT problems
  • Good written communication skills: type updates to trouble tickets to include detailed troubleshooting comments and details; must demonstrate close attention to detail


Benefits and Perks

  • Career Progression through Career Aspiration Management Program
  • WFH in Covid situation
  • Best offer in the market

Install Coordinator

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

Transition Coordinator/Disconnect Call Representative

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

Order Representative

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

Technical Support Representative

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

CSS Corp is now Movate

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