Job Information
AireSpring TELECOM REPAIR TECHNICIAN/TIER 1 SUPPORT * in Pasig City, Philippines
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
RESPONSIBILITIES INCLUDE:
Testing and Fault Isolation on layer 1 and 2 of the OSI model by internal troubleshooting, testing with carriers, and working with customer vendors and/or technical support NOC's. This could include viewing router logs, loop testing, head to head testing, HDSL and PM Stats review or a combination of all of the above.
Working directly with CLEC's and ILEC's to troubleshoot customer T1, Broadband and Voice issues.
Experience with SD-Wan, Meraki, Fortinet, and 8x8 is a plus
Inbound/outbound technical call handling from customers, agents, and transport partners. 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, prioritize, and multi-task to resolve trouble tickets as quickly and accurately as possible in order to meet contracted SLA's.
Provide a professional and courteous customer service experience and set expectations based on established 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 (next steps) for resolution.
Provide technical support which would include training and educating 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 one (1) year of previous Telecom Technical Customer Support job-related experience.
1+ years of experience researching and resolving telecom technical issues (voice, internet & data issues).
Strong knowledge of WAN technologies.Experience with centralized device monitoring and management tools.
Working knowledge of Cisco, Juniper, and Adtran routers.
Prior experience working with CLECs (Verizon, AT&T, CenturyLink, etc.)
Prior experience with T1, Fiber & DS3 repair
Basic experience with network topology
Understanding of Originating and Terminating Call Flows
Excellent attention to detail and writing skills with the ability to make clear and concise notes in repair tickets, emails, and internal or external correspondence.
Familiar with SIP (Session Initiated Protocol), RTP (Real-time Transport Protocol).
Testing & troubleshooting CLEC network is a plus
Any telecom Certifications are a plus
LAN/WAN, router, and firewall technologies knowledge is a plus
Familiar with T1 loopback testing is a plus
Experience with SD-WAN is a plus
Working knowledge of Traditional TDM networks is a plus
Benefits : Medical, SL/VL and Monthly attendance bonus
Working hour : Shifting work schedule
Dress Code : Smart Casual
Work address : 33rd Floor One San Miguel Avenue Building Ortigas Center Pasig City