T1/T2 Technical Support Representative

BPO Teleservices, Inc

BPO Teleservices is 70% owned by PCCW Teleservices, the largest and most comprehensive provider of BPO services in Hong Kong. PCCW Contact centers are spread in the Philippines, U.S., China , Taiwan, Hong Kong and Panama and are capable of providing client services around the globe. They have a worldwide Global Footprint of 6,000 seats serving multinational clients by providing Integrated solutions in English, Chinese, Spanish and other Asian languages. In Manila, BPO Teleservices has sites in Quezon City and Ortigas Center with a total seat capacity of 600 seats.

T1/T2 Technical Support Representative
(National Capital Reg)

Responsibilities:
• Handling technical support inquiries for external (and internal) customers, mainly IT administrators on the phone and via email
• Escalating cases and being a point of contact for customers
• Work closely with Technical Support team as well as other internal Good Technology teams
• Maintain or exceed SLA targets with end customers and internally regarding call\email handling.



Requirements:
• Help desk support experience including Tier 1, and Tier 2 support levels.
• Intermediate knowledge of TCP/IP, DHCP, network connectivity and management, the OSI model, LAN/WAN understanding and administration experience is preferred
• Experience in all Microsoft operating systems at the administrator level.
• Experience in MS System Administration, as well as different types of security software and hardware (firewalls, routers)
• Intermediate level knowledge of MS Exchange, Outlook, active Directory, Lotus Notes, and Lotus Domino
• Knowledge of wireless carrier networks, as well as smart phones and pocket pc devices, Windows Mobile 6, Symbian, Palm, Blackberry
• Should have experience in diagnosing and troubleshooting server-related problems, such as performance problems, permissions issues and lockups.
• Ability to maintain excellent customer service relations and deal effectively with client's enterprise IS & IT professionals and end-user customer base.
• Available to work variety of shifts in a fast-paced 24x7 environment.
• A high level of judgment, advanced problem solving techniques, and technical writing skills in English
• Excellent communicator.
• Proactive in resolving customer issues and ability to ‘think outside the box’
• Ability to set up servers, install software, client software on a variety of handsets.



Walk-in applicants are preferred. You may visit our office from Monday to Friday, 10am to 7pm.

BPO TELESERVICES, INC.
25/F IBM Plaza, Eastwood City Cyberpark, E. Rodriguez Jr. Ave., Bagumbayan, Quezon City