Technical Support – Level 1

Location: Philippines
Work Arrangement: Work from home
Work Hours:
5:30 PM – 2:30 AM CST, follows Philippine holidays

The Role:

The Technical Support Level 1 will manage and support technicians in the field to ensure the correct completion of their scope of work. This includes managing time onsite, materials, deliverables and working directly with internal and external teams as necessary or required. They will also ensure all daily and assigned tasks are completed to make sure all tickets are being handled in a timely manner, so all customer expectations are met and exceeded. Each Technical Support agent should work together to accomplish tasks and support the company’s mission to provide an outstanding service to our customers, while creating a positive and supportive work environment for fellow employees. 

Essential Functions:

Manage and be available in all assigned support queues 

  • Work toward team goal of calls answered in 5 minutes or less. 
  • Meet team expectations for call metrics 
  • Monitor personal, team and customer emails acknowledging them in a timely manner 
  • Work with other departments to ensure all customers’ expectations are met 
  • Handle SE, customer care, projects, and receiving/staging 
  • Act as a technical resource for other team members or teams 
  • Follow all internal and external protocols for both B/F and Project tickets 
  • Review and understand all scope of works for both Project and B/F tickets 
  • Work within CPT’s ticketing system and within our customer’s ticketing system when necessary 
  • Complete daily communication and work within the Microsoft office environment 
  • Provide technical support to our field technicians for a wide range of customer equipment below but not limited to :
    • Voice/Data equipment and cabling 
    • Demarc equipment and cabling 
    • Amplifier and Audio equipment and cabling 
    • Security Camera equipment and cabling 
    • Access Control equipment and cabling 
    • Phone system programming and troubleshooting 
    • POS equipment and cabling 
  • Perform quality assurance on all deliverables to ensure all work is clean and completed to CPT standards 
  • Provide clear and detailed notes for all communication with technicians, customers, or any other updates related to a ticket. 
  • Identify priority tickets with technicians onsite and proactively work those tickets to meet customer expectations, not limited to emergency tickets. 
  • Call technicians without recent updates in the last 45-minutes. 
  • Work any outstanding disputes daily until resolution. 
  • Add replacement materials, scope of works and documents to B/F tickets for tickets in review and tickets onsite 
  • Provide feedback and/or edits for any scope of work or trip details that you notice needs to be modified or adjusted to make improvements for our customers and our technicians onsite. 

Qualifications:

  • Associate’s or Bachelor’s degree in the related field 
  • 2+ years in a customer service position in related field required 
  • Basic knowledge in telecom and network services 
  • Experience in a multi-client environment 
  • Strong computer aptitude, which includes expertise with Microsoft 365 applications 
  • Analytical skills with particular attention to detail 
  • Excellent verbal and written communication skills. 
  • Excellent customer service skills and professionalism 
  • Excellent problem analysis and solving skills. 
  • Excellent attention to detail and time management skills 
  • Adaptability and ability to handle stressful situations 
  • Aptitude in data management, analytics, reporting preparation 
  • Ability to function in an autonomous environment—independent worker, self-directed 

Apply Now!

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