Philippines

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

Web Sales Representatives

Job title:  Web Sales Representatives
Work Location: BGC, Taguig
Qualification: High School Diploma or GED equivalent
No of Openings: 12

 

Roles and Responsibilities:

  • Provide inbound support for DocuSign through multiple channels; calls (8%), chats (90%) and emails (2%).
  • Consultants would be expected to answer customer service type questions and generate sales through consultative selling (Sandler method).

 

Required Skills:

  • Minimum of 1 year in an international call center (can be cumulative experience but not back-office work)
  • Voice or Chat Sales experience preferred (upselling, outbound sales, hard selling preferred)
  • Chat experience preferred
  • KPI: Sales (Monthly Recurring Revenue), Conversion Rate, Quality, Availability/SL, Attendance
  • Ability to comprehend and give instructions in English (B2 CEFR or greater)
  • Chat Assessment to be determined (35 WPM, 85% Accuracy)
  • Sales experience (inbound and outbound)
  • Instruction – giving skills (tested during interviews) Orientation and knowledge about DocuSign, digital signature

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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