Support Operations

Technical Support Engineer

Philippines (Hybrid)
Full-time.

Responsibilities

  • Provide technical support and customer service for all CommPeak services such as VoIP, DID, PBX and Dialer (24/7/365 environment).
  • Deliver support services to end-users via ticketing system, chat, phone, and remote access.
  • Perform logging, assessment, categorization, and prioritization of incidents and requests.
  • Handle technical inquiries and service requests from end-users.
  • Perform the first level of troubleshooting and resolution of incidents through proper investigation, data gathering, identification, and application of workaround or solution.
  • Escalate to the level 2 for any change and service requests, major events, and incidents.
  • Ensure proper documentation and tracking of all activities through the ticketing system.
  • Continuously update and maintain team knowledge base and documentation.
  • Assist in the monitoring of business and infrastructure alerts. Ensure proper escalation and coordination of monitored events or incidents.
  • Perform routine health checks over and above automated monitoring to ensure the quickest detection time for service affecting issues.
  • Execute established procedures, policies, and guidelines as it relates to requests, incident, change, and event management.
  • Execute escalation processes with both internal and external teams.
  • Maintain a team focused attitude and work towards creating a healthy, respectful atmosphere.
  • Participate and be part of the team’s continuous improvement activities.


Requirements


  • 1+ years of relevant experience: Technical Support, Customer Service, or IT.
  • Excellent customer service and problem-solving skills.
  • Above average written communication skills.
  • Experience in desktop, network, and remote support.


Advantages:

  • Experience with SIP, VoIP, PBX, and dialer technologies.
  • Strong knowledge of TCP/IP LAN/WAN networking technologies.




Benefits

  • Great career growth opportunity to develop within the Company
  • Learning culture- We invest greatly in learning and developing professional and personal skills
  • Working in a truly international team on truly international and multi-regional projects
  • Private health insurance on the first day of employment
  • Hybrid work set-up
  • Internet allowance during Work From Home
  • Reimbursable Medicine, Eyeglasses, and Psychiatric/Psychological Consultations
  • Monthly Engagement Activity
  • Customer Satisfaction Incentive


CommPeak is an equal employment opportunity/Affirmative Action (EEO/AA) employer and provides equal employment opportunities (EEO) regardless of race, religion, sexual orientation, physical disability or any other status protected by federal, state and local laws.