Technical Support Specialist | WFO - Makati

a day ago

Work From Office - This is a Work-from-office setup based in Makati.

POSITION SUMMARY

We are seeking a dedicated individual to join our team as an After-Hours Technical Support Specialist. This role may involve providing technical support to end-user clients outside of regular business hours and overseeing tasks during after-hours periods.

• Generic:

1. Provide friendly and proactive technical support to clients and employees.
2. Identify the nature of work requests and escalate issues as needed.

• Technical Support (Faults):

1. Gather relevant details from customers regarding faults.
2. Troubleshoot and resolve faults with customers where possible.
3. Log faults with the appropriate carrier and update customers on resolution progress.
4. Maintain detailed records in Zendesk documenting fault resolution steps.

• Faults may include:

1. Voice, internet, and mobile connection issues.
2. Hardware faults.

• Provisioning:

1. Manage deliverables of small and complex projects within specified timelines.
2. Oversee the entire provisioning process from start to finish.
3. Communicate regularly with clients to keep them informed during provisioning.
4. Serve as the primary contact with wholesale carriers as required by projects.
5. Conduct regular status checkpoints with customers and internal personnel.

• Debt Recovery:

1. Make occasional debt recovery calls in a respectful and professional manner.

• Sales Admin Tasks:

1. Undertake sales admin tasks as required, including updating customer databases, preparing sales reports, and assisting with order processing.

• Office Administration:

1. Prepare and submit weekly activity reports, including highlighting fault trends.
2. Adhere to in-house standards for all documentation and procedures.

• Professional Development/Human Resource:

1. Maintain strong working relationships with internal and external clients.
2. Stay updated on product offerings and technical processes.
3. Continuously update technical knowledge.

• Excellent communication and customer service skills.
• Previous experience in an ISP.
• Self-motivated with the ability to work independently.
• Technical experience in a similar industry.
• Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment
• Flexible leave credits which may be used for vacation, emergency and sick leaves
• Superb and exciting Mid-Year Parties – with items to give away and cash prizes!
• Endless opportunities for career advancement
• Exclusive ATM inside the office for employee's convenience
• We set you up for success with a company-provided PC/Laptop and fiber internet connection
• Look forward to weekly office perks for work from office staff – Free Coffee, Meals and Beer Fridays!
• Top notch workplace with first class VIP lounge and game rooms
• Child friendly spaces to cater to the needs of employees with children, enhancing work-life balance
• Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues
• International career growth and connections
• Unlimited cash incentives for hired referrals
• Mental Wellness Employee Assistance program through Lifeworks
• In-house psychiatrist available to support employees' well-being
• Become part of the Employee Share Units program
• Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc