Support Desk SPC International
West Corporation
Makati City, Philippines, Philippines
18h ago

Responsible for :

  • Monitoring IVR platforms to ensure that they are functioning as designed
  • Attend to auto-generated and manually submitted incidents to determine the issue, assess the impact, apply solution, and escalate to appropriate group / s in compliance with agreed processes
  • Actively participate in troubleshooting bridges
  • Document and cascade high priority issues and solutions to the team, to improve the team’s response plan and solution cycle time
  • MAJOR JOB ACCOUNTABILITIES

    Support Desk Function

  • Responsible for monitoring IVR platforms to ensure that they are functioning as designed and take action if issues are observed
  • Attend to auto-generated and manually submitted incidents to determine the issue, assess the impact, apply solution, and escalate to appropriate group / s in compliance with agreed processes
  • Actively participate in troubleshooting bridges by calling out other issues that might be caused by the primary incident, highlighting affected clients and the impact they are experiencing, sharing information and solutions, and taking note of the resolution so that if the same issue happens again, we can take immediate action
  • Document and cascade high priority issues and solutions to the team, to improve the team’s response plan and solution cycle time either in the form of knowledge base articles, knowledge sharing, or shift report
  • Team Interfaces / Customer Service

  • Establish and maintain a professional relationship with internal / external customers, team members and department contacts
  • Cooperate with team members to meet goals or complete tasks
  • Provide quality customer service that exceeds customer expectations and improves the level of service being provided
  • Treat all internal / external customers, team members and department contacts with dignity / respect
  • Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided
  • Related Duties as Assigned

  • The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents
  • Consequently, job incumbents may be asked to perform other duties as required
  • Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above
  • Please contact your local Employee Relations representative to request a review of any such accommodations
  • MINIMUM QUALIFICATIONS

    Applicant for this job will be expected to meet the following minimum qualifications :

    Education

  • High school diploma or GED required
  • Associates degree from an accredited college or university in computer science, MIS or a related field preferred
  • Equivalent work experience in a similar position may be substituted for educational requirements
  • Experience

  • Minimum four years of professional experience with technical support and systems administration for technology based organizations required
  • Technical

  • Minimum four years’ experience with Linux operating system applications, servers, infrastructure and troubleshooting (grep, log analysis, daemons, PIDs, netstat, etc.)
  • Minimum three years’ experience with network administration and troubleshooting (TCP / IP, DNS, firewalls, proxy servers, internet connectivity, ping, traceroute, nslookup, etc.)
  • Minimum two experience with telephony systems and IVR solutions (PBX, PSTN, GSX, routing, etc.)
  • Technical certifications for Linux, Network, and Telephony is a plus
  • Softskills

  • Good command of English language
  • Independent and able to work and follow instructions with minimal supervision
  • Able to work with technical and / or non-technical people from different groups to address an issue, or delivery a project
  • Resourceful and out-of-the-box thinker
  • Critical thinker and have good decision making skills especially if in a situation wherein he needs to consider different things such as issue severity, incident impact, and client sensitivity
  • Other

  • Intermediate knowledge of MS Office applications such as Word, Excel, and Outlook, etc.
  • Technical

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