Customer care support - l2RADIUS TELECOMS INC.

QUALIFICATIONS
· Handle calls, e-mails, web chat, social media and other related to application to resolve issues faced by clients within SLA; and at times will handle desktop, hardware, software, access issues
· Create issue tickets by logging all pertinent information with utmost Quality and precision.
· Identify the exact issue through effective probing, root cause analysis, etc.
· Provide initial assessment of categorization and prioritization for reported issues and provide support taking guidance from the knowledgebase, targeting a higher level of first and second level contact resolution
· Ensure issues are correctly routed to appropriate support groups if unresolved by level 1 customer care
· Multi-task between voice, email, chat and social media support
· Ensure the KPI and SLA targets are met
· Excellent verbal, written and typing skills (25 WPM+)
· Provide daily outstanding incident & service requests follow-up reports.
· Coordinates with other groups that required further escalations to NOC and dispatch to field operations.
· Perform first and second level troubleshooting on modems, routers, PCs, and other multi-media devices and value-added services.
JOB QUALIFICATIONS:
· Candidate must posses at least a vocational diploma (Technical/IT) or bachelor's degree in IT or ECE (preferred but not required)
· 2+ years of Technical Support, Help Desk, Customer Service experience of equivalent in multiple channels
· Certification related to ITIL V3 is a plus but not required