Technical Support Associate
Drake International
- Makati, PhilippinesTrident Tower, 312 Sen. Gil Puyat Ave., Makati, Metro Manila, Philippines, Makati, Metro Manila, PhilippinesMakatiMetro ManilaPhilippinesPhilippines
- Full timeFULL_TIME
Expired 5 years ago
2019-04-25T16:00:00+00:00Job closed.
Job Description
- Responsible for the management of technical customer service issues relating to repair, including but not limited to opening tickets, customer status, and the quick resolution of all customer telco related issues.
- Gather all the required information (i.e. customer name, account number, circuit ID, etc.) for ticket creation
- Open a trouble ticket and assign it to the responsible department or Carrier/supplier/vendor
- Categorize customer’s tickets and assign it to the right department/group
- Analyze and understand how a supported product works.
- Troubleshoot the customer’s problem in accordance to Service Assurance’s method of procedure
- Ensure quality services are delivered and performed to the agreed SLA’s ensuring expectations are achieved or exceededWorks fully independently, manages tasks, and makes decisions on ticket disposition
- Have full ownership of decisions made regarding the service outages
- Escalate as required until service is fully restored, and associated ticket is closed
- Document and time stamp all activities associated with ticket in a service system
Minimum Qualifications
- 2 years of technical and repair experience in a telco company dealing with wired or wireless telco
- Graduate of Engineering, Computer Science preferred but not a requirement
- CCNA certification is a plus
- Knowledgeable in telco network troubleshooting geared on voice and non-voice product
- Proficient in MS Excel, Word, PowerPoint, Office, Project, Visio
- Clear English-speaking voice with strong Verbal and Written communication
Jobs Summary
- Job Level
- Entry Level / Junior, Apprentice
- Job Category
- IT and Software
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Once in a while
- Office Address
- Trident Tower, 312 Sen. Gil Puyat Ave., Makati, Metro Manila, Philippines
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About Drake International
Drake International Philippines, as a member of the Drake International Group, is a company committed to helping companies from various industries to increase their revenue through a range of talent management solutions.
Established in the Philippines in 2008, Drake has excelled in not only identifying the best talent for our clients but ensuring that we place our candidates with the best employers. This has been achieved through the application of Drake’s knowledge, focus, reach, quality, speed and, cost-efficiency in all aspects of our work. Drake has been certified as an ISO 9001:2008 company in recognition of our high standards and best practice methodology.