T3 Technical Support Representative

BPO Teleservices, Inc


T3 Technical Support Representative
(National Capital Reg)

Responsibilities:
• Handling technical support inquiries for external (and internal) customers, mainly Tier 2 technical support teams\escalation managers at Telecom Carriers via Good web based ticketing system, phone and 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
• Assist in process definition and refinement
• Proactively monitoring client devices 24x7 against Carrier networks to assist in the early detection or issues
• Proactively send out service notifications to Carrier customers in case of issues or maintenance working very closely with Operations and Tier 3+ technical Support team
• Detailed reproduction of issues, collation of all required information including logs, repro steps etc into Good Ticketing systems for escalation into Engineering response team to ensure customer issues receive the correct internal priority
• Production smoke testing of new releases, patches and maintenance when applied onto customer production sites to ensure continuity and reliability of service to Good technology Telecom Carriers.



Requirements:
• Help desk support experience including Tier 3 support levels.
• Intermediate-to-expert 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-to-expert 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 Telecom Carrier Tier 1 & 2 Technical Support teams
• 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, 1pm to 7pm.

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