L2 Network Engineer

Concentrix Philippines; Quezon City; On-site; PHP 223,200 - 357,120; Full time

Job summary

Concentrix Philippines is hiring to assist external users of our client’s technical products and services. You will greet customers courteously, listen to needs, show empathy, and follow approved procedures to build rapport and deliver effective support.

You will troubleshoot basic hardware, software, networking issues; identify resolutions; and escalate when necessary. You will also perform follow-up via calls and emails to ensure issues are resolved and service meets contractual performance

Qualifications

• Customer service mindset
• Empathy and active listening
• Problem-solving orientation

Responsibilities

• Assist external users of client’s technical products and services; greet customers courteously and build rapport while following procedures.
• Troubleshoot basic hardware, software, and networking issues; identify resolutions and escalate as needed.
• Follow up via calls and emails to ensure issues are resolved and service meets contractual performance metrics; document accurately.

Job description

Assist External User(s) of our Client's Technical Product(s) and Service(s), Investigate, Research, Identify, and Provide Resolution Option(s) to User Question(s) and Problem(s), Greet Customer(s) in a Courteous and Professional Manner Using Agreed Upon Procedure(s), Listen Attentively to our Customer's Need(s) and Concern(s) and Demonstrate Empathy while Maximizing Opportunity to Build Rapport with Client(s) during Interaction(s) or Engagement(s).

Troubleshoot Basic and Routine Customer Issue(s) that are Technical in Nature - Hardware and Software, Networking, and Other Designated Client Product(s), Solve Problem(s) that are Generally Unstructured and would Require Extensive Use of Conceptual Thinking Skills for Closure, Follow Appropriate Escalation Path to Resolve Technical Issue(s) Including Making Follow-Up(s) via Outbound Calling and Email(s) to Customer(s) and Other Parties as Needed - Ensuring that Service Delivered Meets Contractual Performance Metric(s).

Clarify the Customer Requirement(s) and Probe to Ensure Understanding, Ensure Complete and Accurate Work which Includes Properly Notating the Account(s), Participate in Activities Designed to Improve our Customer Satisfaction and Overall Business Performance and Standing.