subject matter experts TelecomAirespring
Workplace: MetroManila, Manila, Pasig
Salary: Agreement
Work form: Full time
Posting Date: 04/11/2023
Deadline: 06/12/2022
Company Description
Founded in 2001, family owned and operated AireSpring is a leading Provider of Cloud Communications, Managed Connectivity and Managed Security which has earned its stellar reputation by taking service and support to the next level, delivering an award-winning customer experience that far exceeds the industry standards. AireSpring has delivered 20 years of outstanding service to its rapidly rising base of national and global customers, while growing organically and remaining debt free.
As the trusted provider to over 22,000 enterprise locations worldwide, our mission is to help our clients connect and communicate easily. We aim to delight our customers and partners by providing personalized, outstanding service.
The company has built a solid reputation of integrity, reliability and dependability with its channel partners, end-user customers and technology partners.
We have received more than 100 coveted industry awards including "Product of the Year- SD-WAN and UCaaS", "Excellence in Customer Service", "Unified Communications Excellence", "Best in Show," "Best Telecom Deal" and "Top Channel Program".
Job Description
RESPONSIBILITIES INCLUDE:
Testing and Fault Isolation on layer 1 and 2 of the OSI model by internal troubleshooting, testing with carriers, and working with customer vendors and/or technical support NOC's. This could include viewing router logs, loop testing, head to head testing, HDSL and PM Stats review or a combination of all of the above.
Working directly with CLEC's and ILEC's to troubleshoot customer T1, Broadband and Voice issues.
Experience with SD-Wan, Meraki, Fortinet, and 8x8 is a plus
Inbound/outbound technical call handling from customers, agents, and transport partners. Create internal trouble tickets and carrier tickets, taking corrective action as required or contacting the appropriate parties to resolve issues.
You will be working with customers via email, chat, and phone to resolve issues. You will have to determine the appropriate actions to take and have the self-motivation to deal with the service issue.
Manage, prioritize, and multi-task to resolve trouble tickets as quickly and accurately as possible in order to meet contracted SLA's.
Provide a professional and courteous customer service experience and set expectations based on established processes.
Manage multiple issues simultaneously in high pressure environment where change is commonplace.
Make follow-up calls to clients on escalated technical issues and system status updates until the issue has been resolved to the client's satisfaction and use interpersonal skills to build strong relationships.
Log/document all interactions and issues efficiently.
Determine source of problems (hardware, software, user, etc.) and advise on appropriate action (next steps) for resolution.
Provide technical support which would include training and educating end users.
Escalate to Senior/Lead Technician on shift as necessary for trouble resolution
Troubleshoot and interact with leads, managers and tier 2 techs to make sure the customer issues are resolved as quickly as possible.
Work with other departments to help in resolving complex service issues.
Qualifications
Position requires a minimum of one (1) year of previous Telecom Technical Customer Support job-related experience.
1+ years of experience researching and resolving telecom technical issues (voice, internet & data issues).
Strong knowledge of WAN technologies.Experience with centralized device monitoring and management tools.
Working knowledge of Cisco, Juniper, and Adtran routers.
Prior experience working with CLECs (Verizon, AT&T, CenturyLink, etc.)
Prior experience with T1, Fiber & DS3 repair
Basic experience with network topology
Understanding of Originating and Terminating Call Flows
Excellent attention to detail and writing skills with the ability to make clear and concise notes in repair tickets, emails, and internal or external correspondence.
Familiar with SIP (Session Initiated Protocol), RTP (Real-time Transport Protocol).
Testing & troubleshooting CLEC network is a plus
Any telecom Certifications are a plus
LAN/WAN, router, and firewall technologies knowledge is a plus
Familiar with T1 loopback testing is a plus
Experience with SD-WAN is a plus
Working knowledge of Traditional TDM networks is a plus
Additional Information
All your information will be kept confidential according to EEO guidelines.
Benefits:Medical, SL/VL and Monthly attendance bonus
Working hour :Shifting work schedule
Dress Code:Smart Casual
Work address :33rd Floor One San Miguel Avenue Building Ortigas Center Pasig City
Airespring
Founded in 2001, family owned and operated AireSpring is a leading Provider of Cloud Communications, Managed Connectivity and Managed Security which has earned its stellar reputation by taking service and support to the next level, delivering an award-winning customer experience that far exceeds the industry standards. AireSpring has delivered 20 years of outstanding service to its rapidly rising base of national and global customers, while growing organically and remaining debt free.
As the trusted provider to over 22,000 enterprise locations worldwide, our mission is to help our clients connect and communicate easily. We aim to delight our customers and partners by providing personalized, outstanding service.
The company has built a solid reputation of integrity, reliability and dependability with its channel partners, end-user customers and technology partners.
We have received more than 100 coveted industry awards including "Product of the Year- SD-WAN and UCaaS", "Excellence in Customer Service", "Unified Communications Excellence", "Best in Show," "Best Telecom Deal" and "Top Channel Program".
Job Description
RESPONSIBILITIES INCLUDE:
Testing and Fault Isolation on layer 1 and 2 of the OSI model by internal troubleshooting, testing with carriers, and working with customer vendors and/or technical support NOC's. This could include viewing router logs, loop testing, head to head testing, HDSL and PM Stats review or a combination of all of the above.
Working directly with CLEC's and ILEC's to troubleshoot customer T1, Broadband and Voice issues.
Experience with SD-Wan, Meraki, Fortinet, and 8x8 is a plus
Inbound/outbound technical call handling from customers, agents, and transport partners. Create internal trouble tickets and carrier tickets, taking corrective action as required or contacting the appropriate parties to resolve issues.
You will be working with customers via email, chat, and phone to resolve issues. You will have to determine the appropriate actions to take and have the self-motivation to deal with the service issue.
Manage, prioritize, and multi-task to resolve trouble tickets as quickly and accurately as possible in order to meet contracted SLA's.
Provide a professional and courteous customer service experience and set expectations based on established processes.
Manage multiple issues simultaneously in high pressure environment where change is commonplace.
Make follow-up calls to clients on escalated technical issues and system status updates until the issue has been resolved to the client's satisfaction and use interpersonal skills to build strong relationships.
Log/document all interactions and issues efficiently.
Determine source of problems (hardware, software, user, etc.) and advise on appropriate action (next steps) for resolution.
Provide technical support which would include training and educating end users.
Escalate to Senior/Lead Technician on shift as necessary for trouble resolution
Troubleshoot and interact with leads, managers and tier 2 techs to make sure the customer issues are resolved as quickly as possible.
Work with other departments to help in resolving complex service issues.
Qualifications
Position requires a minimum of one (1) year of previous Telecom Technical Customer Support job-related experience.
1+ years of experience researching and resolving telecom technical issues (voice, internet & data issues).
Strong knowledge of WAN technologies.Experience with centralized device monitoring and management tools.
Working knowledge of Cisco, Juniper, and Adtran routers.
Prior experience working with CLECs (Verizon, AT&T, CenturyLink, etc.)
Prior experience with T1, Fiber & DS3 repair
Basic experience with network topology
Understanding of Originating and Terminating Call Flows
Excellent attention to detail and writing skills with the ability to make clear and concise notes in repair tickets, emails, and internal or external correspondence.
Familiar with SIP (Session Initiated Protocol), RTP (Real-time Transport Protocol).
Testing & troubleshooting CLEC network is a plus
Any telecom Certifications are a plus
LAN/WAN, router, and firewall technologies knowledge is a plus
Familiar with T1 loopback testing is a plus
Experience with SD-WAN is a plus
Working knowledge of Traditional TDM networks is a plus
Additional Information
All your information will be kept confidential according to EEO guidelines.
Benefits:Medical, SL/VL and Monthly attendance bonus
Working hour :Shifting work schedule
Dress Code:Smart Casual
Work address :33rd Floor One San Miguel Avenue Building Ortigas Center Pasig City
Airespring
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Pasig City, Metro Manila
Permanent
Full-time
Permanent
Full-time
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Airespring
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Airespring jobs
Pasig City, Metro Manila
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About the company
Airespring jobs
Pasig City, Metro Manila