Technical Support Representative for VOIP

Sykes Asia

Welcome to the new SYKES
…Over 50 years of combined experience in customer care.
… 13 sites located in the Philippines and more than 80 centers in 24 countries.
… More than 17,000 dedicated employees in the Philippines and 51,000+ employees across the globe.

SYKES Asia, the Asia Pacific arm of Sykes Enterprises Incorporated, is the officially recognized pioneer in the Philippines call center industry. Operations began in 1997 by offering only technical support to a single client with a workforce of 17 employees.

Today, SYKES has grown into a distinguished leader in the industry. The company provides contact center, customer service, technical support and back office processing services to Fortune 1000 clients around the globe from 13 sites in the Philippines, including provincial sites located in Cebu and Cabanatuan, and backed by more than 17,000 highly-capable and dedicated employees.

Technical Support Representative for VOIP
(Ortigas, Pasig City)

Responsibilities:

* Call receipt (first point of contact for Customers for problem recording)
* Customer verification
* Call problem validation and documentation
* Initial technical problem analysis during Live Call handling
* Customer Alarm Tracking System alert monitoring and trouble ticket generation
* Status customer on a regular basis
* Negotiate and coordinate with other support centers (i.e. external organizations and internal and external business partners) all sectionalization and testing plans.
* Escalate ticket according to process based on established intervals. A complete understanding of DMOQs and management structure is required to properly restore service within the allotted time frame.

Requirements:

* Preferably a University degree, preferrably on Computer Applications, ECE, Computer Engineering or an equivalent experience in troubleshooting email and internet connection.
* Previous call center / IT support experience is preferred but not required
* Telco, ISP or Help Desk experience or knowledge
* CCNA or equivalent knowledge is a plus
* Experience in or understanding of the support concepts associated with the following products or services: IP Technical Support, router management and configuration, network engineering, subnetting, an in-depth understanding of DNS, IP routing protocols, i.e., BGP, T1.5, IBRs, Frame Relay, and csu/dsu configurations.
* Must have a strong command of the English language (written and verbal)

Walk in at any of the following sites with a copy of your resume and a valid ID.

19F One San Miguel Ave. Bldg. San Miguel Ave. cor Shaw Blvd. Pasig City;
4F Sunnymede IT Center, 1614 Quezon Ave Quezon City;
34F Burgundy Corporate Tower, 252 Senator Gil Puyat Ave. Makati City;

Visit ph.sykes.com for the list of Sykes Recruitment Events.