Plus
Включить Plus
Назад
Company hidden
5 дней назад

Customer Service Technical Support

40 000 - 48 000PHP
Формат работы
onsite
Тип работы
fulltime
Грейд
junior
Английский
b2
Страна
Philippines
Вакансия из списка Hirify.GlobalВакансия из Hirify Global, списка международных tech-компаний
Для мэтча и отклика нужен Plus

Мэтч & Сопровод

Для мэтча с этой вакансией нужен Plus

Описание вакансии

Текст:
/
TL;DR
Customer Service Technical Support (Cloud Communications/Managed Connectivity): Handling inbound technical support requests, documenting tickets, reviewing service status, and performing basic network troubleshooting with an accent on customer communication, connectivity checks, ping and traceroute testing. Focus on initial issue triage, carrier ticket management, remote modem reboots, and escalating complex service problems to higher support tiers.

Location: Pasig, Metro Manila, Philippines

Salary: PHP 40,000–PHP 48,000 per month

Company

hirify.global provides cloud communications, managed connectivity, and managed security services to enterprise customers worldwide.

What you will do

  • Answer inbound customer support calls and communicate issue status, next steps, and resolution progress.
  • Create, document, update, and manage customer trouble tickets accurately.
  • Perform initial service reviews using monitoring tools, including aireMonitor.
  • Conduct basic connectivity checks, ping tests, traceroute testing, and network diagnostics.
  • Open and follow up on carrier and LEC tickets, notify customers about service outages, and provide service findings.
  • Use aireReboot to remotely reboot broadband modems and escalate complex issues to higher support tiers.

Requirements

  • High school diploma or equivalent; an associate's or bachelor's degree in IT, computer science, or a related field is preferred.
  • At least 1 year of customer service, technical support, help desk, service desk, call center, or MSP experience.
  • Strong verbal and written English communication skills.
  • Basic understanding of TCP/IP, WAN/LAN connectivity, and internet services.
  • Experience with ping and traceroute troubleshooting, documented procedures, escalation processes, and Microsoft Office.
  • Ability to manage multiple customer interactions, solve problems, maintain accurate documentation, and meet SLAs.

Nice to have

  • Experience in a managed service provider environment.
  • Experience with Salesforce Service Cloud or Salesforce ticketing systems.
  • Experience with SolarWinds monitoring and network management solutions.
  • Familiarity with service monitoring platforms, remote support tools, broadband, telecom, managed network services, service desk operations, or NOC environments.

Culture & Benefits

  • Full-time position focused on customer service and technical issue resolution.
  • Work involves collaboration with internal teams and higher-level support groups.
  • Performance is measured against service level agreements and customer service standards.

Будьте осторожны: если работодатель просит войти в их систему, используя iCloud/Google, прислать код/пароль, запустить код/ПО, не делайте этого - это мошенники. Обязательно жмите "Пожаловаться" или пишите в поддержку. Подробнее в гайде →