Technical Support Professional – Telephony (Sykes Asia, Inc.)
(National Capital Reg)
RESPONSIBILITIES:
* Determine the MAC (move-add-change) and repair order requirements needed to ensure timely service.
* Prioritize, process, dispatch, confirm and status customer MAC (move-add-change) and repair requests.
* Invoke SBC software and repair technicians to work the MAC (move-add-change) and repair requests.
* Close MAC (move-add-change) and repair requests, coordinate with software and repair techs as needed.
* Handle customer complaints and expedite requests as needed.
* Assist customers in understanding feature applications for PBX, Centrex and Voice Mail.
* Input technician start and stop times for payroll purposes.
* Order parts necessary for completion of MAC (move-add-change) requests.
* Manage and assist in the development of the Help Desk customer and product question scripts.
REQUIREMENTS:
* Preferably 2+ years experience in customer service environment.
* General telephony component and Nortel, Rolm and Centrex product knowledge.
* Knowledge of repair response and restoral times and MAC (move-add-change) performance levels identified in the customer contract.
* General knowledge of trouble shooting procedures and mnemonics for MAC (move-add-change) and repair requests.
* PC Skills in Windows environment.
Company Name :
Sykes Asia, Inc.
Industry :
Call Center / IT-Enabled Services / BPO
Type of Company :
Private Limited Company, Foreign Based Company
Location :
19f one sanmiguel avenue, san miguel ave cor shaw Pasig 1550
Company Fax :
849-9019
Permalink for Technical Support Professional – Telephony (Sykes Asia, Inc.)
