Customer Support Network Associate

6 days ago

Manila, National Capital Region, Philippines KMC Solutions Full time $40,000 - $60,000 per year

Customer Support Network Associate

Job Overview:

Enseo in partnership with KMC MAG Solutions, is looking for Customer Support Network Associate who understand the importance of the Internet connectivity. The ideal candidate understands Hospitality Network model, can connect different devices to Wired / Wireless Network, understands VLANs and Port configuration, technical but can explain the problem and solution in Layman's term & provide excellent customer service. The CS Network Associate is responsible for taking inbound calls, responding to emails and processing tickets assigned related to High-Speed-Internet-Access (HSIA) service.

Job Description:

· Maintain a positive, enthusiastic, and professional attitude when receiving inbound calls (B2B & B2C)

· Managed Monitoring Tool in the office

· Respond to alerts and proactive ticket creation

· Communicates with customers to gather details of issues / inquiries to correctly identify and assess customers' needs.

· Document and track all customer interactions to maintain accurate data records regarding specific issues and document findings and resolutions for additional knowledge base documentation within help desk management systems.

· Maintain Properties (Hotels, Senior Living Facilities, Schools, etc.) Online 100%

· Resolve assigned Severity 1-3 Tickets & Work Orders

· Able to configure Managed Switches, Wireless Controllers and Cloud Applications

· Able to support WAN, LAN, WLAN, VLAN and DOCSIS

· Able to troubleshoot simple to complex Wi-Fi connection problems for Hotel Personnel / Guests.

· Able to connect End-user devices such as Laptops, Mobile device, and Gaming consoles to Wi-Fi System.

· Review issues escalated for resolution or ensure that all information is properly documented before escalating to Wi-Fi Engineer.

· Maintain an average of 72 hours resolution time.

· Must be available for Regular & Rest Day Overtime.

· Perform other duties related to Ticket management as required by Managers.

Qualifications:

· A positive attitude, Considerate of others, genuinely interested in other people, Patient & Emphatic, Uses Positive language, Humility & a Sense of humor.

· Excellent English communication skill (Listening, Reading, Writing and Speaking)

· Computer Literate (At least Windows 10 or Ubuntu 14)

· Strong attention to detail & documentation skills.

· Strong Networking Skills and Familiar with Network Tools

· 1-2 years L2 / L3 Technical Support to the following Industries:

o Internet Service Provider

o Cisco / Juniper / HPE

o Cisco ASA / Fortinet / Palo Alto / Watchguard / PFSense

o IT Service Desk / IT Help Desk

o VM management (VMware Esxi, Citrix, Azure HyperV)

· Can provide world-class Customer Service.

· Certification is a plus but not required:

o Computer Networking

o Computer Hardware Servicing

o Computer Operating Systems Servicing

o Aruba Professional Certification (Preferred)

· Willing to work onsite on Graveyard / Rotating shift schedules (amenable to 5x9 / 4x11 schedule)

· BPO experience is advantage (US / UK Account)

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