Tier1/Tier2 Engineer

2 days ago

Cebu City, Central Visayas, Philippines CallTek Full time $40,000 - $60,000 per year

Job DescriptionTIER 1Handle 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, staff, technicians, third-party vendors, and partners.

Report newly encountered issues. Escalate unresolved reported issues to Tier 2. TIER 2Handle 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, staff, technicians, third-party vendors, and partners. Report newly encountered issues.

Process or troubleshoot unresolved reported issues from Tier 1. Make outbound calls. Troubleshoot down equipment - follow escalation best practices for Priority 1 issues and related urgent cases.

Make callbacks to follow up on escalated cases, posting charges, and disconnected calls. Request hotels to post charges for internet fees and follow up on disconnected calls. Answer calls from staff, technicians, third-party vendors, and partners when all NOC agents are unavailable.

Follow-up and/or close tickets under the designated ticket bin. Provide feedback regarding action plans on recurring issues. Create reports for unresolved cases for follow-up during the next shift.

Technical RequirementsAt least 2 years of college education and with at least neutral English accent. Willing to work on shifting schedule and onsite. Basic knowledge about how the internet works is a plus.

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