RESPONSIBILITIES INCLUDE:
- Testing and Fault Isolation on layer 1 and 2 of the OSI model by internal troubleshooting, testing with carriers, and working with customer vendors and/or technical support NOC's. This could include viewing router logs, loop testing, head to head testing, HDSL and PM Stats review or a combination of all of the above.
- Working directly with CLEC's and ILEC's to troubleshoot customer T1, Broadband and Voice issues.
- Experience with SD-Wan, Meraki, Fortinet, and 8x8 is a plus
- Inbound/outbound technical call handling from customers, agents, and transport partners. Create internal trouble tickets and carrier tickets, taking corrective action as required or contacting the appropriate parties to resolve issues.
- You will be working with customers via email, chat, and phone to resolve issues. You will have to determine the appropriate actions to take and have the self-motivation to deal with the service issue.
- Manage, prioritize, and multi-task to resolve trouble tickets as quickly and accurately as possible in order to meet contracted SLA's.
- Provide a professional and courteous customer service experience and set expectations based on established processes.
- Manage multiple issues simultaneously in high pressure environment where change is commonplace.
- Make follow-up calls to clients on escalated technical issues and system status updates until the issue has been resolved to the client's satisfaction and use interpersonal skills to build strong relationships.
- Log/document all interactions and issues efficiently.
- Determine source of problems (hardware, software, user, etc.) and advise on appropriate action (next steps) for resolution.
- Provide technical support which would include training and educating end users.
- Escalate to Senior/Lead Technician on shift as necessary for trouble resolution
- Troubleshoot and interact with leads, managers and tier 2 techs to make sure the customer issues are resolved as quickly as possible.
- Work with other departments to help in resolving complex service issues.
- Position requires a minimum of one (1) year of previous Telecom Technical Customer Support job-related experience.
- 1+ years of experience researching and resolving telecom technical issues (voice, internet & data issues).
- Strong knowledge of WAN technologies.Experience with centralized device monitoring and management tools.
- Working knowledge of Cisco, Juniper, and Adtran routers.
- Prior experience working with CLECs (Verizon, AT&T, CenturyLink, etc.)
- Prior experience with T1, Fiber & DS3 repair
- Basic experience with network topology
- Understanding of Originating and Terminating Call Flows
- Excellent attention to detail and writing skills with the ability to make clear and concise notes in repair tickets, emails, and internal or external correspondence.
- Familiar with SIP (Session Initiated Protocol), RTP (Real-time Transport Protocol).
- Testing & troubleshooting CLEC network is a plus
- Any telecom Certifications are a plus
- LAN/WAN, router, and firewall technologies knowledge is a plus
- Familiar with T1 loopback testing is a plus
- Experience with SD-WAN is a plus
- Working knowledge of Traditional TDM networks is a plus
Benefits : Medical, SL/VL and Monthly attendance bonus
Working hour : Shifting work schedule
Dress Code : Smart Casual
Work address : 33rd Floor One San Miguel Avenue Building Ortigas Center Pasig City