Technical Support Representative L2

4 weeks ago

Quezon City, National Capital Region, Philippines Nezda Global Full time
Overview

Embark on a journey of success with Nezda as a Technical Support Representative L2 for VOIP/Telephony Account.

Qualifications
  • At least Highschool Graduate with a minimum of 2 years of Technical Support Representative experience handling VOIP/Telephony Accounts
  • Required experience in VOIP technology including SIP, RTP, QoS, COS, codecs for at least 2 years
  • Knowledge of network troubleshooting and terminology including LAN/WAN, Routers, Firewalls, Switches, PBX deployment, TCP/IP (IPv4), DNS, etc.
Job Description
  • Diagnoses and troubleshoots all RingCentral Unified Communications (UC) issues and assists customers to maintain a stable integrated UC platform
  • Provides Enterprise level technical support to all Enterprise customers
  • Troubleshoots and reproduces customer technical issues to resolution and/or escalates
  • Applies expert knowledge of RingCentral services and VOIP technology
  • Responsible for training customer administration of RingCentral platform
  • Answers complex technical questions and offers workarounds for customer networks
  • Provides quick and accurate handling of support interactions – phone, screen sharing and email
  • Follows up with customers, ensuring customer is up to date and satisfied with resolution
  • Responds promptly to escalations while keeping detailed case notes
  • Manages customer expectations and experience to deliver high customer satisfaction and increase retention
  • Regularly achieves and exceeds service level agreements and quality customer satisfaction targets
  • Remain current on software defect and upgrades
  • Manage escalated issues and collaborate with other internal departments to expedite resolution
  • Help develop and maintain customer facing and internal help articles
Schedule and Location
  • Schedule: Night Shift
  • Work setup: Onsite/RTO (2-3x per day onsite)
  • Location: Both Ortigas and Cubao (non-negotiable)
Compensation
  • Salary: ₱35,000 package - basic, non-negotiable + 20% night differential + on top Lucrative Allowances after 6 months and Benefits (to be discussed during initial interview)
How to Apply

Send your resume to:

Apply through link:

#WEARENEZDA


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