Offer description

Job Description :

• Be the single point of contact for our premium customers.

• Ensure calls are answered and emails are responded in a timely manner.

• Handle initial classification / prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status.

• Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.

• Escalate incidents to 2nd level resolver groups as per work instructions.

• Monitor and manage maintenance from providers or engineering

• Monitor and manage alert/alarms created by the NMS

• Ensuring all requests are progressed & cleared within SLA

• Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level

• Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature.



Requirement :

• Know how to monitor and manage tickets in salesforce.

• Basic knowledge TCP/IP

• Comfortable in communicating with ISP and a global base of customers.

• Must be interested in learning to troubleshoot GPON, Routing & Switching, Firewall and Wireless Technologies.

• Must be interested to do self and guided learning to improve knowledge in GPON, Routing & Switching and Wireless Technologies.

• Fresh Graduates are welcomed to apply

• Training Certifications

• Possess Degree in Computer Science or Computer Information Systems at least.

Requirements

• Minimum education level: Bachelor´s Degree
• 1 year of experience
• Availability to travel: No
• Availability of change of residence: No

August 3

About Reeracoen Philippines, Inc

Reeracoen Philippines is pleased to welcome you and be a partner to help you finding the right job in Philippines. Moreover, Reeracoen Philippines is ready to find the suitable candidates to our precious clients as well.