Technical Support Representative

  • LocationMakati City, Philippines
  • Salary25,000-30,000 /
  • Job typeContract

Duties and Responsibilities:

· Provide first level customer support for network and VoIP related issues and outages

· Gather customer’s information and determine the issue by evaluating and analysing the symptoms

· Take complete ownership of all support duties. Ensure tickets are handled in a timely matter

· Follow up and make scheduled call backs to customers where applicable

· Diagnose and resolve technical hardware and software issues involving internet connectivity

· Monitor network outages using network monitoring tools

· Report circuit and VoIP related issues to upstream carriers

· Interact with company’s field network engineers as remote technical support

· Accurately process and record call transactions using designated ticketing system

· Other tasks that may be assigned

Job Qualifications:

· Excellent communication and customer service skills

· Must have an experience in VoIP

· Willing to work on a Night Shift schedule

· Proper phone etiquette; demonstrated proficiency in typing and grammar, professional, resolution oriented, demonstrates initiative, resourcefulness and strong problem-solving skills

· Knowledge of or ability to learn relevant software computer applications and equipment

· Ability to work independently, as well as take instruction from team members

· Strong commitment to quality customer service

· Understanding of cloud infrastructure and strategies

· Knowledge on Network Routing and Switching infrastructure technologies


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