Technical Support Agent
(Sr. Technical Support Case Agent)
Summary of Function:
Answer incoming calls and emails and respond to customer questions and requests. Determine and document issues and route the request to the appropriate engineering resource. Monitor and triage alarms and route them to the appropriate engineering queue. Manage maintenance data to ensure information is current and accurate.
Job Qualification:
With 2-4 years of Helpdesk Tier 1 or Technical Support experience- With CompTIA A+ Certification
Working knowledge of Microsoft Word, Excel, Outlook, and PowerPoint is required.
- Knowledge of Microsoft CRM is beneficial.
Excellent verbal and written English communication skills.- Ability to multitask and prioritize tasks effectively in a fast-paced environment.
Strong problem-solving skills.
- Ability to work independently.
Willing to work on the graveyard and shifting schedules, including weekends and holidays.
Duties and Responsibilities:- Answer incoming calls. Gather customer information, determine the request or issues criticality and urgency, and send the ticket to the appropriate engineering resource.
Handle internal and external customer concerns via email and route to the correct department or engineering resource.
- Process Portal tickets and evaluate the request.
Determine and document the issue.- Open and manage support cases in the ticketing system.
Coordinate with internal resources and vendors to locate and ship replacement parts.
- Establish and communicate expectations to customers.
Monitor requests and responses to ensure that Service Level Agreements (SLA) are met.- Provide superior customer service throughout the lifecycle of each case.
Manage maintenance data to ensure information is current and accurate in CRM.
- Acknowledge and manage Maintenance and Ignore Alarm notifications from both the customers and the engineers
Assist the customer with setting up an account or resetting the password in the 1463 Portal.- Monitor and triage alarms for Avaya, Cisco, Microsoft, and WatchGuard.
Examine the alarms and tickets to determine behavioral patterns.
- Review and assign alarms based on the criticality of the issue.
Assist the engineers in resolving tickets when necessary.- Suppress alarms within 24 hours when needed otherwise assign it to an engineer.
Coordinate with engineers and other internal resources to arrange onsite dispatch.
- Coordinate with internal resources and vendors to locate and ship replacement parts.
Assist the engineers with routing requests and automated tickets to the correct queue.- Assist the engineers in resolving tickets when necessary.
Perform basic Troubleshooting for end user VMWare concerns specifically rebooting the machine and resetting the end user's password.
- Manage and process Devolutions requests and send them to the appropriate engineering queue.
Pull Daily Total Call and Email reports.- Schedule Weekly and Daily ticket works of customers with Special Handling requests.
Coordinate with the contract team regarding expired/canceled contracts to confirm the removal of monitoring.
- Perform additional projects or tasks related to alarm and ticket handling assigned by the team lead or the manager.
Job Types: Full-time, Permanent
Pay: Php25,
- 00 - Php30,000.00 per month
Benefits: - Additional leave
Company Christmas gift Health insurance
Opportunities for promotion Promotion to permanent employee
Schedule:
8 hour shift Day shift
Evening shift Late shift
OvertimeSupplemental pay types: Anniversary bonus
Overtime pay Yearly bonus
Ability to commute/relocate:
- Taguig City: Reliably commute or planning to relocate before starting work (Preferred)
Application Question(s):
- Are you willing to work on a night shift schedule
* Are you willing to start immediately
