Supervisor, Tier 1 Technical Support

AireSpring - Pasig
Full-time

Company Description


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


Job Description


RESPONSIBILITIES INCLUDE:

  • Lead and coach a team of 5 Tier 1 Telecom Technicians
  • Prepare, analyze, and understand repair center reporting metrics to motivate team in order to achieve quarterly objectives goals (OKR’s)
  • Inbound/outbound technical call handling on ACD
  • Create, document, and review internal trouble tickets and carrier tickets
  • Identify areas where corrective action is needed and take action as required
  • Accurately and clearly document tickets via our internal ticketing system
  • Work with customers via email, chat, and phone to resolve technical telecom related issues
  • Handle customer and internal escalations effectively
  • Convey and ensure seamless interaction and consistent business practices between the Philippines and US repair team
  • Determine the appropriate actions in order to work a service issue to completion and/or provide direction to the team
  • Manage and prioritize the team’s ticket and work load in order to meet target resolution times
  • Provide a professional and courteous customer service experience
  • Manage multiple issues simultaneously in high pressure environment where change is common and multitasking is expected
  • Place 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.
  • Troubleshoot source of problems (hardware, software, user, etc.) and advise on appropriate action for resolution
  • Provide technical support to internal team and external customers.
  • Oral and verbal skills required to interact with all levels of management up to and including the CEO
  • Work well with other departments to help create synergies and convey a strong sense of teamwork

Qualifications


  • Position requires a minimum of four (4) years previous job-related experience.
  • 2+ years experience supervising or leading a technical team of 4 members or more
  • 4+ years providing excellent customer service and repair technician skills within a technical organization
  • 4+ years of experience researching and troubleshooting Telecom repair issues within a timely manner
  • Self starter
  • Strong interpersonal skills with excellent verbal and written communications skills
  • Analytically and logically minded
  • Basic Understanding of call center metrics including ASA, ATT, MTTR’s, and other measurable objectives
  • Working knowledge of LAN/WAN, Data, Internet, Voice, Video and VoIP technologies
  • Working knowledge of TCP/IP protocols
  • Working knowledge of VoIP/SIP/MPLS
  • Familiarity with CPE such as Cisco/Adtran/Juniper
  • Basic understanding of the OSI Model Layer with focus on Layer 1 and 2
  • Understanding of Originating and Terminating Call Flows
  • Advanced troubleshooting skills
  • Prior experience with TDM circuits, legacy ILEC and CLEC networks a plus
  • Leadership abilities
  • Must be able to do shift work on nights and weekends 24x7x365
  • Excellent attention to detail and note taking
  • Ability to communicate clearly, effectively, and professionally
  • Familiar with SIP (Session Initiated Protocol) and RTP (Real-time Transport Protocol)
  • Any Cisco or Adtran Network Certifications are a plus
  • LAN/WAN, router, and firewall technologies a plus
  • CODECS (G711, G729) a plus

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