Job Opening

Technical Support Representative - Davao

Job Industry Telecommunications
Job Type Full-Time
Experience Level Entry Level
Date Posted 2019-04-12
Job Location DAVAO CITY
Company Information VCC LINK, INC.
Davao
1227
Website: https://www.vcclink.com.ph/
Vital Call Center Link (VCC Link), Inc. was established in January 2004, and was incorporated to primarily offer Contact Center and Business Process Outsourcing (BPO) solutions to off shore companies and address all call center and BPO needs: systems, procedure development and set up.
Job Description As our customers’ first point of contact, you will be the friendly voice of ADT, providing an excellent customer experience by trouble shooting their problems and providing technical support. We will rely on you to listen to our customers and use your deductive reasoning skills, technical expertise, creativity and passion for helping to meet their needs – and remind them that behind our great products are customer centric, accountable and collaborative team members willing to serve them.
Job Qualifications RESPONSIBILITIES

• Manage carrier escalations and trouble tickets, carrier interoperability, network monitoring, DID probes and test calls
• Handle user inquiries ranging from simple product questions to more complex technical support issues
• Troubleshoot technical/customer issues, escalate bug reports, and work cross-functionally to drive issue resolution
• Maintain or exceed our established service levels and productivity standards
• Work effectively with a variety of internal teams, including Sales, Engineering, and Product Management
• Be proactive and identify opportunities for our team to provide better support, educate our users, and scale our support model

TECHNICAL REQUIREMENTS

• Understanding Telco carrier networks and interoperability
• Wide knowledge of communication platforms, with knowledge of mobile networks
• Experience and knowledge of ticketing systems such as Zendesk, Jira is a plus
• SIP messaging expertise; Wireshark expertise
• Familiarity with enterprise security requirements and general enterprise IT

QUALIFICATIONS

• Finished High school or College
• No experience required
• Good to excellent communication skills
• Typing speed of at least 25 - 30 wpm
• Computer and Web proficient
• Willing to work in changing work schedules
• Amenable to work in DAVAO

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