Jr. Technical Support Case Agent

7 hours ago

Taguig, National Capital Region, Philippines Cerium Networks Philippines Inc. Full time ₱150,000 - ₱250,000 per year

Job Description – Jr. Technical Support Case Agent

Summary of Function:

Answer incoming calls, emails, and chats coming from customers who are requesting support and help.

You must document and decide whether issues, alarms, and tickets are routed to the proper personnel or

department and handled within the service level agreed.

Job Qualification:

  • Fresh graduate or anyone with at least 1-2years experience in the BPO field or has known

and proven technical abilities to perform the job at hand.

  • Working knowledge of Microsoft Office, Microsoft365, Outlook, PowerPoint, Freshdesk,

Willing to learn Microsoft Dynamics, and Servicenow or anything equivalent is an advantage

  • Excellent verbal and written English communication skills
  • Great passion for advancing and enhancing technical skills
  • Willing to work and put in effort to pass certification exams
  • Flexible to change the process and policies within the department
  • Strong problem-solving skills.
  • Ability to work independently.

Duties and Responsibilities:

  • Answer incoming calls, chat, and emails coming from customer inquiries and requests.
  • Ask effective questions and gather information to determine source of problem and

customer needs.

  • Determine and document the ticket issue encountered.
  • Determine and assign tickets to the department concerned for proper handling of issues or

client concerns.

  • Open and manage support cases in ticketing system.
  • Coordinate with internal resources and vendors to locate and ship replacement parts.
  • Liase between the vendor and service provider to set expectations for customers.
  • Monitor requests and responses to ensure that Service Level Agreements (SLA) are met.
  • Provide superior customer service throughout the lifecycle of each case
  • Manage maintenance data to ensure information is current and accurate in CRM.
  • Monitor incoming alarms.
  • Determine behavioral patterns of alarms and tickets coming and tap concerned department for resolution or escalation of issue
  • Review and assign alarms and tickets based on criticality of issue.

Job Types: Full-time, Permanent

Benefits:

  • Additional leave
  • Company Christmas gift
  • Company events
  • Health insurance
  • Life insurance
  • Opportunities for promotion
  • Paid training
  • Pay raise
  • Promotion to permanent employee
  • Work from home

Schedule:

  • 8 hour shift
  • Afternoon shift
  • Day shift
  • Early shift
  • Evening shift
  • Holidays
  • Night shift
  • Overtime
  • Rotational shift
  • Weekends

Supplemental Pay:

  • 13th month salary
  • Bonus pay
  • Overtime pay
  • Performance bonus

Ability to commute/relocate:

  • Taguig: Reliably commute or planning to relocate before starting work (Preferred)

Language:

  • English (Preferred)

Willingness to travel:

  • 75% (Preferred)

Work Location: In person

Job Type: Full-time

Benefits:

  • Company Christmas gift
  • Company events
  • Health insurance
  • Opportunities for promotion
  • Paid training
  • Pay raise
  • Promotion to permanent employee
  • Work from home

Experience:

  • BPO: 1 year (Preferred)

Language:

  • English (Preferred)

Willingness to travel:

  • 75% (Preferred)

Work Location: In person

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