Supervisor, Tier 1 Technical Support
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Job Location:
Pasig City - Philippines
Monthly Salary:
Not Disclosed
Posted on:
3 hours ago
Vacancies:
1 Vacancy
Department:
Job Summary
RESPONSIBILITIES INCLUDE:
- Lead and coach a team of 5 Tier 1 Telecom Technicians
- Prepare analyze and understand repair center reporting metrics to motivate team in order to achieve quarterly objectives goals (OKRs)
- Inbound/outbound technical call handling on ACD
- Create document and review internal trouble tickets and carrier tickets
- Identify areas where corrective action is needed and take action as required
- Accurately and clearly document tickets via our internal ticketing system
- Work with customers via email chat and phone to resolve technical telecom related issues
- Handle customer and internal escalations effectively
- Convey and ensure seamless interaction and consistent business practices between the Philippines and US repair team
- Determine the appropriate actions in order to work a service issue to completion and/or provide direction to the team
- Manage and prioritize the teams ticket and work load in order to meet target resolution times
- Provide a professional and courteous customer service experience
- Manage multiple issues simultaneously in high pressure environment where change is common and multitasking is expected
- Place follow-up calls to clients on escalated technical issues and system status updates until the issue has been resolved to the clients satisfaction and use interpersonal skills to build strong relationships.
- Troubleshoot source of problems (hardware software user etc.) and advise on appropriate action for resolution
- Provide technical support to internal team and external customers.
- Oral and verbal skills required to interact with all levels of management up to and including the CEO
- Work well with other departments to help create synergies and convey a strong sense of teamwork
Qualifications :
- Position requires a minimum of four (4) years previous job-related experience.
- 2 years experience supervising or leading a technical team of 4 members or more
- 4 years providing excellent customer service and repair technician skills within a technical organization
- 4 years of experience researching and troubleshooting Telecom repair issues within a timely manner
- Self starter
- Strong interpersonal skills with excellent verbal and written communications skills
- Analytically and logically minded
- Basic Understanding of call center metrics including ASA ATT MTTRs and other measurable objectives
- Working knowledge of LAN/WAN Data Internet Voice Video and VoIP technologies
- Working knowledge of TCP/IP protocols
- Working knowledge of VoIP/SIP/MPLS
- Familiarity with CPE such as Cisco/Adtran/Juniper
- Basic understanding of the OSI Model Layer with focus on Layer 1 and 2
- Understanding of Originating and Terminating Call Flows
- Advanced troubleshooting skills
- Prior experience with TDM circuits legacy ILEC and CLEC networks a plus
- Leadership abilities
- Must be able to do shift work on nights and weekends 24x7x365
- Excellent attention to detail and note taking
- Ability to communicate clearly effectively and professionally
- Familiar with SIP (Session Initiated Protocol) and RTP (Real-time Transport Protocol)
- Any Cisco or Adtran Network Certifications are a plus
- LAN/WAN router and firewall technologies a plus
- CODECS (G711 G729) a plus
Remote Work :
No
Employment Type :
Full-time
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
About Company
Founded in 2001, family owned and operated AireSpring is a leading Provider of Cloud Communications, Managed Connectivity and Managed Security which has earned its stellar reputation by taking service and support to the next level, delivering an award-winning customer experience that ... View more
