Vocus SMB Tech Support

AAPMI2 Acquire Asia Pacific Manila 2, Inc.; Quezon City; On-site; PHP 223,000 - 357,000; Full time

Job summary

Acquire Intelligence is seeking a Commander Service – Technical Support Level 1 in the Philippines to deliver end-to-end support for IPV, DSL, NBN, Phone and fixed-line services. You will handle inbound/outbound/email support, collaborate with suppliers and dealers, and resolve technical problems with a focus on customer satisfaction.

The role requires strong troubleshooting, communication, and problem-solving skills, plus the ability to maintain accurate customer records and contribute ideas to

Qualifications

• End-to-End support for IPV, DSL, NBN, Phone and Fixed Line services.
• Troubleshooting and problem resolution across multiple channels.
• Strong customer service and written/verbal communication skills.
• Ability to create and maintain accurate customer records.
• Ability to identify process improvements and offer solutions.

Responsibilities

• Resolve product/service concerns with end-to-end support.
• Provide resolution for technical issues; escalate when needed.
• Ensure customer satisfaction with excellent service.
• Create and update customer records with complete information.
• Suggest improvements to the customer journey and technical processes.
• Maintain quality standards and follow policies.
• Handle complaints with tailored solutions to reduce cancellations.
• Support base management with tailored resolutions.

Skills

End-to-End Support

Troubleshooting

Customer service

Record keeping

Problem solving

Written communication

Verbal communication

Negotiation

Conflict resolution

Multi-tasking

Job description

POSITION DESCRIPTION

Position Title: Commander Service – Technical Support Level 1

Location: Philippines

Reporting to: Program Manager

BRIEF SUMMARY/OVERVIEW OF THE ROLE

Technical Support caters service or support to services such as IPV, DSL, NBN, Phone and Fixed Line services, Mobility and emails. They provide end to end support to resolved or suggest resolution guided by quality and standard handling. They are tasked to take inbound, outbound, email support and collaborates with Suppliers and Dealers (LCC) to fix Technical problems.

A SNAPSHOT OF YOUR ROLE

• Resolve product/service concerns by means of "End to End" Support and Application of standard troubleshooting with NBN, Broadband, email, mobile, IPV and Phone services
• Provide resolution of technical issues of end users not limited to troubleshooting, escalating cases, referral and transfers to necessary departments and local centers
• Ensure customer satisfaction by providing exceptional customer service and technical assistance
• Create, maintain and update customer records with complete and accurate information
• Contribute innovative ideas in the improvement of the customer journey but not limited to the Technical aspects of the service
• Ensure quality and standards, policies and procedures are maintained at all times
• Perform other related duties as assigned by management
• Identify , address and manage complaints by providing tailor fit solution which should aim in prevention of TIOs and Cancellation
• Effectively manage and provide tailored-fit resolution to help in base management

A BIT ABOUT YOU

• Understanding of business/residential internet phone and IPV set up – Commander Tech Assistance ways
• A solutions provider with a "CAN DO" attitude
• Average organizational skills and the ability to multitask and prioritize
• Sense of decision-making
• Analytical and problem-solving skills
• Ability to effectively interact with staff at all levels of the organization
• Must be able to recognize opportunities for improvement of process and practices
• Ability to pro-actively offer ideas and solutions to issues affecting team performance
• Good Verbal and written communication skills
• Understanding of complaint handling, negotiation and conflict resolution to prevent cancellations, ICOF disputes and TIO

WHAT SUCCESS LOOKS LIKE

85% or above consistency with Agent Performance Scores 0 TIO hit as an agent 0 HR Corrective Actions Infraction

WHAT WE VALUE

• Curious and Clever: Smart questions spark smart solutions.
• Entrepreneurial Energy: Think like an owner. Solve like a founder.
• Fast with Intent: We move fast and deliver real results.
• Laugh and Learn: We don't take ourselves too seriously, just our results.

We help companies grow faster and operate smarter by delivering intelligent outsourcing and automation solutions. Our mission is to eliminate inefficiencies, automate with intent, and reallocate work to where it performs best, always guided by safety, flexibility, and innovation.

I have read and understood this Position Description and am happy to abide by it while employed by Acquire.

Signed by the employee _____________________________ Name: Date:

Signed by Acquire Intelligence _____________________________ Name: Date:

Join the A-Team and experience the A-Life!

ACQUIRE INTELLIGENCE (EMPLOYER)

Acquire Intelligence is an award-winning, global business outsourcer with 10,000 staff and over 16-years' experience in delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We're an entrepreneurial business that is highly experienced in working with our partners to solve real-life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in-house teams may be typically challenged with the business processes of "big business."

We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work-from-Home environments, where client-permitted. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence.

As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages.

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