MicroSourcing
MicroSourcing

VOIP Specialist  

MicroSourcing

 
  • Pasay, Philippines
    Two E-com Center, Harbor Drive, Pasay, Metro Manila, Philippines, Pasay, Metro Manila, Philippines
    Pasay
    Metro Manila
    Philippines
    Philippines
  • Full timeFULL_TIME

Expired 4 years ago

2019-11-17T16:00:00+00:00
Job closed.

Job Description

We are searching for a self-motivated, energetic; solutions focused individual to be accountable for leading our Help Desk Team. You will possess the ability to motivate the team to resolve customer issues within Service Level Agreements, and exceed customers’ expectations. You will also be responsible for troubleshooting business customer's technical issues, be an escalation point for level 1, and escalate to Level 3 as required. This dynamic role is full of variety and would suit an individual that has extensive leadership and help desk experience, with a proven track record of creating high performing teams.

  • Lead the team to create a high performing team that is customer focused.
  • Regularly review the Key Performance Indicators (KPIs) to ensure they are driving the required behaviours and outcomes.
  • Produce the team reports to track how the team is performing.
  • Coaching and leading the team to uplift and grow their skills.
  • Lead activities to improve processes and procedures and create a culture of continues improvement.
  • Overseeing all Technical tickets
  • Accountable for troubleshooting network outages and applying corrective actions.
  • Point of escalation for Level 1 issues and following them through until the issue is resolved. This may require forwarding to NOC/Engineering team for deeper investigation
  • The first point of contact for business issues.
  • Technical contact for resolving and responding to TIO issues.
  • Liaising with customers/vendors to implement and restore services.
  • Maintaining the support Knowledge bases.

Minimum Qualifications

  • Bachelor’s degree in IT or other Computer related course
  • A minimum of 3 years leading and coaching teams.
  • More than 3-year experience in a similar role within an ISP dealing with business and residential customers.
  • Pro-active and solutions focused
  • Strong attention to detail and organizational skills
  • Ability to meet or exceed agreed targets and KPI's.
  • Interested in learning new technologies
  • A self-starter with a Can Do attitude
  • Worked with a reputable ticketing system and understands how to categorize and manage ticket
  • Intermediate Excel skills
  • Good troubleshooting and problem analyse skill.tracking.
  • Strong written and verbal communication skills
  • In depth understanding of telecommunications technologies (e.g. you would have worked with DSL/NBN or other broadband technologies)
  • In depth understanding of VoIP service
  • Understanding of Email & Hosting service
  • Able to perform advanced router configuration, including NAT, Firewall, VPN, etc.

Jobs Summary

Job Level
Associate / Supervisor
Job Category
IT and Software
Educational Requirement
Bachelor's degree graduate
Office Address
Two E-com Center, Harbor Drive, Pasay, Metro Manila, Philippines
Industry
Outsourcing / Offshoring
Vacancy
1 opening
Website
https://www.microsourcing.com/

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About MicroSourcing

MicroSourcing is one of the leading offshoring and outsourcing solutions provider in the Philippines. Voted Best Non-voice Company of the Year in 2014, we are not your average BPO. We cater to foreign companies who operate in a wide variety of industries from all over the world. Therefore, you have the opportunity to do what you love and grow your career Our offices are located in Eastwood City, Mall of Asia Complex, Bonifacio Global City, Ortigas Center and Cebu IT Park, all easily accessible no matter where you live. Join our growing family and be part of an international and collaborative working environment. WHY JOIN US? MicroSourcing offers diversity in career options. We welcome individuality in self-expression without losing the value for team involvement. We are a fresh look at the BPO & KPO industry. Come experience the MicroSourcing life and be part of our growing family. We are a fast growing company but we have always been able to keep the fun, young and intimate atmosphere from the time we started. We strongly believe in transparency and honesty and we always make sure to represent the interests of our employees as much as we represent the interests of our clients.

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