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.
- 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
|Job Category||Tech Support|
|Job Level||1 - 5 Years|
|Experience||0 - 5|