TSR | Day shift + Consecutive offs | Work from home | 25K all in payAcquire Asia Pacific Inc

Posted on 03 September 2020
Helpdesk/Technical Support:
o Answering Incoming calls - Troubleshooting, PSTN, ADSL, NBN Data and IP Based Telephony with customers.
o Moves adds changes, Configuring of Routers and IP Based systems.
o Fault logging with extend carriers
o Monitors and communicates with partners on order progress and escalations
o Management of Open tickets and customer followup
o Actioning Customer Service Email Dropbox requests
o Live chat interactions with customers
o 9 hour work days during Hours of Operation between 4.00am to 7pm Monday to Friday, Weekend shifts between 6:00am to 7:00pm. 5 shifts per week.
Job Responsibilities - Technical Support Agent
· Set a Can-do Culture
· Set a customer first Culture
· Achieve Net Promoter Score (NPS) of 30 or more.
· Achieve abandonment and flow out combined % below 4%
· Achieve adherence target of 95% adherence to roster by taking breaks as per designated
roster
· Achieve Quality target of greater than 90%
· Be punctual and at their desk, logged in ready to work by their shift start
· Resolve inbound fault reports.
· Assist inbound phone calls from carriers and update/set appointment dates by contacting
our customers.
· Troubleshoot consumer data and SIP services.
· Perform structured troubleshooting.
· Keep detailed notes about work being completed.
· Identify and report to the appropriate carrier.
· Flag outdated or inaccurate training material and documentation for review.
· Ability to build good rapport with variety of customers.
· Complete all designated training with a pass score of 90% or above (where applicable)
· Complete all designated HR training
· Participates / Attends Cultural Event
Requirements
MINIMUM REQUIREMENTS
· Minimum of 2 years in College
· Minimum of 2 year of Customer Service and Technical Support experience
· Minimum of 1 year experience in a Australian telco
· Communication Skills - successful candidates will speak articulately and have
sound English writing skills.
· Exhibits strong Knowledge of all NBN and ADSL / Sip / mobile technologies
· Flexibility to shifting schedules
· Background in IT, or IT related industry would be beneficial in this role. Ability to multi-task,
prioritize, and manage time effectively
· Must have above average knowledge of Windows based Office/ and Web Based Systems,
including ability to type 50+ words per minute
· Ability to think clearly especially in adverse situations
· Ability to work in a team environment
· Ability to operate desktop computer and desktop applications
· Ability to coordinate and communicate effectively
· Either have access to a Windows 10 Laptop or PC (BYOD), or arrange to collect an Acquire PC that will allow you to work remotely
· A headset designed for inbound and outbound - you can also collect your headset in the office if you can't source one
· Ability to complete interview via video
· An internet connection with the following speed requirements- Speed test to Sydney Server - Minimums (Latency
300ms), Download 3Mb, Upload 0.4Mb
· A quiet space to work with no background noise.
Skills / Software
technical support representativetsrCall Center
Working Location
Mandaluyong, Philippines
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Job Description
Bossjob