Tier1/Tier2 Engineer

4 weeks ago

Cebu City, Central Visayas, Philippines CallTek Full time
Tier 1 Responsibilities
  • Handle inbound hotel guest internet connectivity calls and adhere to Blueprint RF's quality process and procedures
  • Report any possible network outages or call drivers
  • Take inbound calls from hotel guests, staffs, technicians, 3rd party vendors and partners
  • Report newly encountered issues
  • Escalate unresolved reported issues to Tier2
Tier 2 Responsibilities
  • Handle inbound hotel guest internet connectivity calls and adhere to Blueprint RF's quality process and procedures
  • Report any possible network outages or call drivers
  • Take inbound calls from hotel guests, staffs, technicians, 3rd party vendors and partners
  • Report newly encountered issues
  • Process or troubleshoot unresolved reported issues from Tier1s
  • Make outbound calls
  • Troubleshoot down equipment - Follow escalation best practices for Priority 1 issues and related urgent cases
  • Make call-backs to follow up on escalated cases, posting of charges and disconnected calls
  • Requesting hotel to post charges for internet fees and follow-up on disconnected calls
  • Answer calls from staff, technicians, 3rd party vendors & partners when all NOC agents are unavailable
  • Follow-up and/or close tickets under the designated ticket bin
  • Feedback regarding action plans done on recurring issues
  • Ticket Hand-off: Create a report for unresolved cases that are for follow up during the next shift
Qualifications
  • At least 2 years college level and with at least neutral English accent
  • Willing to work on shifting schedule and onsite
  • Basic knowledge about how internet works is a plus
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