BestJobs - Jobs - Associate Technology Support Manager Connectivity (SME) - Alabang

Associate Technology Support Manager Connectivity (SME) Alabang

Muntinlupa, National Capital Region ·  11 November (updated)

AVIK CONSULTING SERVICES PH INC.

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    Description



  • Primary Responsibilities:

    • Answer and resolve inbound technical calls at a large corporate Service Desk, efficiently and professionally, in a high volume call center environment that operates 24x7x365.

    • Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows 10 environment, offering a variety of level 1 to 2 solutions over the phone, via chat or email.

    • Use remote control tools to assist customers when needed.

    • Assist end users with their endpoint devices, Contact Center solutions applications.

    • Collaboration application such as WebEx and Jabber.

    • Troubleshoot corporate applications (MS Office Suite, Tableau, Right fax, Enterprise supported browsers, Java Plug-ins, etc.) with the use of a Knowledge Base and assign issues to the appropriate support group as needed.

    • Proficiently manage the resolution of inbound technical contacts; balancing customer service, providing support, and issue resolution with the constraints of a call handle time goal.

    • Effectively translate complex, technical concepts into easy to understand language to assist non-technically oriented customers.

    • Demonstrate a highly developed sense of integrity and commitment to customer satisfaction.

    • Accurately, quickly, and efficiently typing record all interactions with customers in an incident management tracking tool.

    • Adhere to policies and procedures regarding the safeguarding of protected information, such as personal health information (PHI/PII) and access to corporate systems.

    • Escalate high priority, high impact issues to the internal support teams.

    • Adhere to a strongly regimented schedule (start/end times, lunches, breaks, non-production time, etc.).

    • Meet or exceed statistical metrics regarding; ticket and contact quality, first call resolution, schedule adherence, and call handle time.

    • Anticipate customer needs and proactively identify solutions.

    • Coordinate, supervise and be accountable for the daily activities of business support, technical or production team or unit.

    Required Qualifications:

    • At least 5+ year experience in a call center environment or equivalent.

    • 3-5 years of experience in Connectivity support with experience supporting from a level 1 to2 perspective.

    • Experience with service ticketing/tracking systems.

    • Experience with Remote Control/Remote Assistance tools.

    • Experience with Knowledge Management systems (e.g. Universal Knowledge Suite, Service Now, etc.).

    • Knowledge and experience on network performance, data/connectivity degradation, system events and alerts (Telco, ISP).

    • Extensive knowledge on Networking Principles (LAN/WAN, OSI Layer, TCP/IP and other networking protocols).

    • Understanding of packet analysis and packet capture utilities.

    Preferred Qualifications:

    • HDI Service Desk Certification

    • Bachelor's degree

    • 3-5 years of Service Desk experience

    • Experience with Service Now

    • Experience with Bomgar, native tools within Windows, and Altiris Symantec

    • Experience working in environment where success was gauged by balancing first call

    • resolution, call handle time and, or other specific metrics

    • Experience assisting customers through alternate intake channels (phone and nonverbal

    • channels like: live chat, email, social media and web form submissions)

    • Experience working with a knowledge base or knowledge tool

    • Experience using and supporting IP phone systems

    • Experience with handheld devices

    • Experience with supporting MAC hard and software

    • Experience in a large corporate environment

    • Exposure to or knowledge of ITIL practices

    • Typing speed of 50 WPM

    • Enjoys challenging troubleshooting situations and pays attention to details

    • Self-starter and able to work independently while being part of a decentralized team

  • Requirements

  • Minimum education level: Bachelor´s Degree
  • Years of experience: 5
  • Language(s): Tagalog ,English
  • Availability for travel: No
  • Availability for change of residence: No
To see the complete contact information, Apply now

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Job summary

  • Associate Technology Support Manager Connectivity (SME)

  • Muntinlupa, National Capital Region

  • Company

    AVIK CONSULTING SERVICES PH INC.
  • Work type

    Permanent contract

  • Type of contract

    Full Time

  • Apply