Job Information
AireSpring TELECOM REPAIR TECHNICIAN/TIER 1 SUPPORT in Ortigas Center, Philippines
Headquartered in Los Angeles, AireSpring is the leading provider of call center traffic to the United States and other countries. AireSpring provides both inbound and outbound VoIP calling solutions to carriers as well as directly to call centers on a wholesale basis. AireSpring also offers a fully hosted Cloud Contact Center service targeted specifically to the Business Process Outsourcing market. AireSpring's solutions are offered through a direct sales channel, master agents, and value added resellers.
AireSpring has received numerous industry awards for "Product of the Year," "Best Telecom Deal," "Best in Show," and "Top Channel Program." AireSpring is privately held, diversified, debt-free, and renowned in the industry for delivering a broad range of innovative cloud communications and connectivity solutions at competitive rates.
RESPONSIBILITIES INCLUDE:
Heavy inbound/outbound technical call handling, 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 and prioritize, including technical tickets to meet agreed target resolution times.
Provide a professional and courteous customer service experience and set expectations based on agreed 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 for resolution.
Provide technical support, to include training, to 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.
Position requires a minimum of two (2) years previous job-related experience.
1+ years providing excellent customer service and support within a technical organization
1+ years of experience researching and resolving issues within a timely manner
Understanding of Originating and Terminating Call Flows
Basic troubleshooting skills
Excellent attention to detail and note taking
Ability to sit at a computer for long periods of time
Ability to communicate clearly and effectively over the phone
- Familiar with SIP (Session Initiated Protocol), RTP (Real-time Transport Protocol)
CCIE Network Certification a plus
LAN/WAN, router, and firewall technologies a plus
CODECS (G711, G729) a plus