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Technical Support Specialist
1 week ago
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Years of experience 1-2 years
Shift(s) Morning Shift
Job request ID JR-13037
Technical Support Specialist (WFO Makati)Philippines - Makati15 days ago Salary Login to View Salary Years of experience 1-2 years Shift(s) Morning Shift Job request ID JR-13037 Job DescriptionPOSITION SUMMARY
We are seeking a dedicated individual to join our team as an After-Hours Technical Support Specialist. This role may involve providing technical support to end-user clients outside of regular business hours and overseeing tasks during after-hours periods.
Work Location: Makati
KEY RESPONSIBILITIES
Generic:
· Provide friendly and proactive technical support to clients and employees.
· Identify the nature of work requests and escalate issues as needed.
Technical Support (Faults):
· Gather relevant details from customers regarding faults.
· Troubleshoot and resolve faults with customers where possible.
· Log faults with the appropriate carrier and update customers on resolution progress.
· Maintain detailed records in Zendesk documenting fault resolution steps.
Faults may include:
· Voice, internet, and mobile connection issues.
· Hardware faults.
Provisioning:
· Manage deliverables of small and complex projects within specified timelines.
· Oversee the entire provisioning process from start to finish.
· Communicate regularly with clients to keep them informed during provisioning.
· Serve as the primary contact with wholesale carriers as required by projects.
· Conduct regular status checkpoints with customers and internal personnel.
Debt Recovery:
· Make occasional debt recovery calls in a respectful and professional manner.
Sales Admin Tasks:
· Undertake sales admin tasks as required, including updating customer databases, preparing sales reports, and assisting with order processing.
Office Administration:
· Prepare and submit weekly activity reports, including highlighting fault trends.
· Adhere to in-house standards for all documentation and procedures.
Professional Development/Human Resource:
· Maintain strong working relationships with internal and external clients.
· Stay updated on product offerings and technical processes.
· Continuously update technical knowledge.
Qualifications and RequirementsQualifications and Requirements:
· Excellent communication and customer service skills.
· Previous experience in an ISP.
· Self-motivated with the ability to work independently.
· Technical experience in a similar industry.
Perks and Benefits #J-18808-Ljbffr-
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