We're Hiring: Faults and Helpdesk!
Looking for a role that fosters collaboration, creativity and career growth in a vibrant office environment We got you covered!
We are currently on the lookout for a Faults and Helpdesk to join our team at Cloudstaff, the #1 workplace everywhere! Get hired from now until December 2024 and get 2 tickets for you and your loved one to this year's year-end party at The Philippine Arena featuring global musicians, Air Supply.
Think you qualify for the role Attach a 1-2 minute video intro and introduce yourself to us so we can meet you virtually. Attach this together with your updated CV to become a priority applicant!
Send your application here CS Jobs - Faults and Helpdesk
Role: Faults and Helpdesk
Work Arrangement: Work from Home
Location: Philippines - CSEverywhere
Schedule: Morning shift
Job Description:
- Responsible in answering inbound calls to the faults queue
- Responsible for Level 1 troubleshooting and fault resolution
- Activation of diversions request whether due to fault or FFS
- Simple programming changes
- Created Fault cases/events in the CRM to be handled by the Case Management team
- Transfer the call to the correct department if necessary
- Reduce the waiting time of the customer in the queue
- Responsible in providing technical assistance and enquiries about all products and services
- Management of Live Chat and Drop box enquiries and faults
- Updating CRM with relevant notes
- Managing customers expectations around SLA's and restoration times
- Offering diversion and interim options where applicable
- Scanning open cases
- Logging faults with upstream carriers
- Assisting technicians in the field
Handling of PABX enquiries
- Responsible in assisting customers checking phone system programming issues
- Responsible in providing technical assistance and enquiries about the Phone system (E.g. Voicemail issues,
- diversions, ring groups and etc)
- Responsible in escalating issues to service team for necessary onsite visit and hardware issues.
Qualification and requirements:
Skills and Experience:
- Minimum of 2-3 years experience in Fault handling and management about Telecom Technologies
- Attention to detail
- Strong organization and analytic skills
- Articulate communication skills
- Responsiveness to requests a sense of urgency
- Hands on and pro-active approach
- Dispute handling experience
- Customer service orientated
- Knowledgeable in Australian Internet Technology (NBN, ADSL, Configuring routers)
- Knowledgeable in Australian Telephone technology (Analog to VOIP)
- College Graduate from a related field (Engineering/IT)
- Willing to work on site and with rotating shift
Perks & Benefits:
- 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
- Quarterly perks boxes for WFH staff, offering groceries and snacks to keep you fueled
- Superb and exciting Mid-Year Parties with items to give away and cash prizes!
- Endless opportunities for career advancement
- Annual Performance Review with Salary Increase
- We set you up for success with a company-provided PC/Laptop and fiber internet connection
- Tech-on-wheels Support
- 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.
Cloudstaff: Build Your Career, Anywhere
Established in 2005, Cloudstaff is a leading outsourcing company that empowers businesses to thrive through smarter talent solutions. We're passionate about creating a work environment that fosters your professional growth and overall well-being.
Why Cloudstaff is the #1 Workplace
- Award-winning Culture: We're committed to building the #1 Workplace Everywhere, with a proven track record of staff engagement initiatives and industry recognition
- Invest in You: We support your development through comprehensive training programs, mentoring and opportunities for career advancement
- Thrive as an Individual: We offer a strong work-life balance with flexible schedules, meaningful perks and a collaborative team environment.
**To become a priority applicant, please share a 1-2 minute video introduction detailing your experience in this specific role. You can upload your video to the CSJobs platforms. Please use a clean, distraction-free background and speak clearly and articulately.
