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