supervisor, tier 1 Technical SupportAirespring

Company Description
AireSpring is an award-winning provider of Cloud Communications and Managed Connectivity Solutions. AireSpring provides next-generation communications solutions including AireContact®, AirePBX® - Business VoIP Phone Systems, SIP Trunking, MPLS, and Dedicated Internet Access.
AireSpring has received numerous third-party industry awards: "Product of the Year", "Best Telecom Deal," "Best in Show," and "Top Channel Program."
AireSpring is a privately held, debt-free, and renowned in the industry for delivering a broad range of innovative cloud communication and connectivity solutions at competitive rates
Job Description
RESPONSIBILITIES INCLUDE:
Lead and coach a team of 5 Tier 1 Telecom Technicians
Prepare, analyze, and understand repair center reporting metrics to motivate team in order to achieve quarterly objectives goals (OKR's)
Inbound/outbound technical call handling on ACD
Create, document, and review internal trouble tickets and carrier tickets
Identify areas where corrective action is needed and take action as required
Accurately and clearly document tickets via our internal ticketing system
Work with customers via email, chat, and phone to resolve technical telecom related issues
Handle customer and internal escalations effectively
Convey and ensure seamless interaction and consistent business practices between the Philippines and US repair team
Determine the appropriate actions in order to work a service issue to completion and/or provide direction to the team
Manage and prioritize the team's ticket and work load in order to meet target resolution times
Provide a professional and courteous customer service experience
Manage multiple issues simultaneously in high pressure environment where change is common and multitasking is expected
Place 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.
Troubleshoot source of problems (hardware, software, user, etc.) and advise on appropriate action for resolution
Provide technical support to internal team and external customers.
Oral and verbal skills required to interact with all levels of management up to and including the CEO
Work well with other departments to help create synergies and convey a strong sense of teamwork
Qualifications
Position requires a minimum of four (4) years previous job-related experience.
2+ years experience supervising or leading a technical team of 4 members or more
4+ years providing excellent customer service and repair technician skills within a technical organization
4+ years of experience researching and troubleshooting Telecom repair issues within a timely manner
Self starter
Strong interpersonal skills with excellent verbal and written communications skills
Analytically and logically minded
Basic Understanding of call center metrics including ASA, ATT, MTTR's, and other measurable objectives
Working knowledge of LAN/WAN, Data, Internet, Voice, Video and VoIP technologies
Working knowledge of TCP/IP protocols
Working knowledge of VoIP/SIP/MPLS
Familiarity with CPE such as Cisco/Adtran/Juniper
Basic understanding of the OSI Model Layer with focus on Layer 1 and 2
Understanding of Originating and Terminating Call Flows
Advanced troubleshooting skills
Prior experience with TDM circuits, legacy ILEC and CLEC networks a plus
Leadership abilities
Must be able to do shift work on nights and weekends 24x7x365
Excellent attention to detail and note taking
Ability to communicate clearly, effectively, and professionally
Familiar with SIP (Session Initiated Protocol) and RTP (Real-time Transport Protocol)
Any Cisco or Adtran Network Certifications are a plus
LAN/WAN, router, and firewall technologies a plus
CODECS (G711, G729) a plus
Airespring

Pasig City, Metro Manila
Permanent
Full-time