Hosted Services Technical Support Tier 1

Philippines
Posted 1 month ago

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

Job Features

Job CategoryTech Support
Job Level1 - 5 Years
Experience0 - 5

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