Technical Support Specialist
West Corporation
Makati City, Philippines, Philippines
3d ago

Description

  • BASIC FUNCTION Responsible for providing Tier I support to clients related to issues with assigned business unit products and services;
  • answer incoming client calls involving questions or issues; document all trouble tickets with clear, concise explanations in a timely and accurate manner ensuring adherence to department policies and procedures;
  • provide constant communication to clients on any / all outstanding issues; resolve problems within the scope of responsibility, escalating to appropriate departmental staff any issues that may adversely impact client;
  • contact common carrier and work with them to resolve issues determined to be in their area of responsibility, acting as a liaison between them and the client;
  • update information on trouble tickets as necessary, and close out trouble tickets when clients' issues have been resolved MAJOR JOB ACCOUNTABILITIES Network Operations Center Functions -

    Provide Tier I support to clients related to issues with assigned business unit products and services (e.g., VOC, data, etc.

    while ensuring adherence to established corporate and departmental policies and procedures * Answer incoming client calls involving questions or issues (e.

    g., moves, adds, changes, service affecting issues, etc)

  • Document all trouble tickets with clear, concise explanations in a timely and accurate manner ensuring adherence to department policies and procedures
  • Provide constant communication to clients on any / all outstanding issues
  • Resolve problems within the scope of responsibility (e.g., modify call flow, password reset, web feature modification, add / delete users, etc.
  • escalating to appropriate departmental staff any issues that may adversely impact client * Contact common carrier and work with them to resolve issues determined to be in their area of responsibility, acting as a liaison between them and the client

  • Using various tools (e.g., Tivoli, etc), monitor circuits and network functions and activities for issues
  • Update information on trouble tickets as necessary, and close out trouble tickets when clients' issues have been resolvedResearch Assistance -
  • Assist in resolving routine issues by identifying issue(s) and researching in a timely manner* Follow research through until resolution

  • Document all issues thoroughly maintaining department files
  • Continuously evaluate the status of all work efforts, ensuring all tasks are prioritized to assist in providing timely and quality services
  • Assist in monitoring issue trends, escalating such trends to supervisor to determine appropriate actions necessary to eliminate future occurrences and improve service levelsTeam Interface / 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 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 providedMental and Physical Requirements -
  • This position will be exposed mainly to an indoor office environment and will be expected to work near or around computers, telephones, and printers *The nature of the work in this position is sedentary and the incumbent will be sitting most of the time *Essential physical functions of the job include typing, grasping, pulling hand over hand, and repetitive motions to utilize general computer software / hardware continuously throughout the work day *Essential mental functions of this position include concentrating on tasks, reading information, and verbal / written communication to others continuously throughout the work dayRelated 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
  • Qualifications

    MINIMUM QUALIFICATIONSApplicant for this job will be expected to meet the following minimum qualifications.Education

  • High school diploma or GED required
  • College courses from an accredited college or university in computer science, MIS or a related field preferredExperience
  • Minimum 1 year experience in a network operations, technical support environment or customer service role required
  • Advanced work in pursuit of a Bachelors degree (e.g., junior and senior year, etc.) in computer science, MIS, or a related field can be substituted for one year of technical support or network operations experienceTechnical Knowledge
  • Minimum 1 year experience with networking systems preferred
  • Basic troubleshooting methodology knowledge preferred
  • Cisco certification (e.g., CCNA, etc) preferred *SSCA certification preferredOther
  • Basic knowledge of Word and Excel required
  • Based on departmental need, may be required to work weekend or evening shifts
  • Technical

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