1 - 5 Years

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.

 

Responsibilities

  • 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

Assistant Manager – AR and Strategic Marketing

Position: Assistant Manager
Location: Bengaluru
Experience: 3-5 Years

 

Job Responsibilities:

  • Own analyst responses to showcase organization capabilities for lead analysts. Program manage and coordinate with multiple team. Maintain relationships with leading analysts for market insight.
  • Partner across business units and work with practice leadership to understand and define initiatives and actualize learnings to leading analysts
  • Support strategic planning and review process through ongoing collection, tracking, analysis and presentation of information related to business priorities, competitive intelligence, industry growth trends etc.
  • Convert open-ended/ multi-dimensional ideas into clear narratives, solutions, or flows on slides
  • Enable branding and content team in creating compelling marketing and sales enablement content assets (brochures, fact sheets, case studies, videos, web pages, blogs, PR)
  • Support thought leadership and strategic marketing activities to improve internal and external branding and ensure messaging are coherent with strategic priorities.
  • Support demand generation team on 360-degree integrated marketing campaigns as required

 

The Profile:

  • A full-time MBA is a must
  • Experience in the range of 3-5 years
  • Exhibit strategic, analytical, critical thinking and strong solutioning skills
  • Strong business acumen, ability to understand abstract ideas, perform strategic analysis and delivery through execution with limited direction
  • Knowledge and experience of customer service and IT industry is preferred
  • Attention to detail, with proven ability to learn new concepts quickly
  • High energy, a collaborative team player and an expert at delivering results under pressure
  • Outstanding communication skills

L2 Support Engineer with French and English

Title: L2 Support Engineer
Location: Poland
Experience: 3 years of solid experience in application support/integration

 

Your role:

  • To provide technical expertise in product issues
  • To provide support to direct customers via phone (outbound calls)
  • To complete technical documentation
  • To test, organize and report the progress of ongoing issues on a regular basis
  • To summarize customer comments on product features

Your profile:

  • At least 3 years of solid experience on application support/integration
  • Working Knowledge of IT Hardware and Software
  • Hands on experience in networking
  • Excellent knowledge of best practices around management, control, and monitoring of server infrastructure
  • Experience on Client-Server Architecture ( 2-Tier / 3 Tier Architecture)
  • Website troubleshooting and coding experience: IIS, Azure Web Apps, Apache, Tomcat, WordPress, etc.
  • Hands-on experience on SQL
  • Complex problem solving
  • Fluent French and English is a must

Trainable:

  • Exposure to Cloud Platform (AWS / Azure / GCP)
  • Programming / Scripting languages

Additional / Preferred

  • Working knowledge of ASA firewalls
  • Experience with systems and network security
  • Experience managing/operating systems on AWS
  • Understanding of the AWS tenets – architecting for the cloud
  • Hands-on experience with the AWS CLI and SDKs/API tools
  • Experience in any Programming / Scripting languages (like PHP, Python, Power shelling Scripting)
  • Understanding of network technologies as they relate to AWS
  • Proficiency in SQL Server Management Studio, SQL Server administration, including database set up and optimization
  • Hands-on experience with table spaces, indexes, partitions, and query performance tuning
  • Knowledge to mapping multiple data sources from various data formats and normalizing the data into SQL repositories
  • Very good knowledge and understanding of using data and configuration files on Web-Based
    application environment

L1 – Security Support Engineer

Designation: L1 – Security Support Engineer
Location: Romania
Experience: Minimum 1 Year Experience in endpoint security support  for English

 

Primary Responsibilities and Duties:

  • Troubleshoot all Level 1 support from the EMEA region & First response for US customers.
  • Provide exceptional customer service while responding to phone, e-mail, and online requests for technical support.
  • Represent the customer to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and incorporated into the product release cycle.
  • Assist customers in the triaging and troubleshooting of clients products
  • Track and monitor all support cases to ensure timely resolution and follow-up.
  • Engage with Tier 2 support and escalate the cases in a timely manner
  • Clearly identify documents, and find solutions for customer issues and product problems using the client’s KB engine.
  • Escalate critical customer situations to the appropriate level of management.
  • Communicate technical issues to support teams and to clients always

 

Skill Set Requirement:

  • 1 + Years in enterprise endpoint security or technical assistance center support
  • Basic understanding of security concepts
  • Strong understanding of Windows
  • A basic understanding of Windows servers & Active directory concepts is an added advantage.
  • Basic knowledge in Virtualization and Cloud Concepts is an added advantage.
  • Excellent Written & Verbal communication skills
  • Ability to work a day shift with flexibility for on-call rotation a few times a month after hours

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

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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