Data Encoder / Chat Support

Good Day Everyone!



Teletech is now on a massive hiring for a Call Center Agent position under a Local Account/Tagalog.



Job Description



*Salesforce of Lazada - Customer Service Representative*

*Araneta Cubao, Quezon City*



TeleTech is seeking an experienced Cisco Unified Communications Voice Engineer. We’re a global company that is 46,000+ employees strong. Together, we are transforming the world of customer experience by helping our clients design and deliver simpler, more effective, efficient, and human customer service experiences that inspire customer loyalty and boost company profits.



We are committed to excellence in the delivery of our comprehensive business transformational solutions, assisting our clients to revolutionize the customer experience. We are an award-winning premier technology services provider offering contact center, web and speech-enabled self service applications with Professional Services, Premise and Cloud Services, CRM Integration, Managed Services and Unified Communications. We attribute our success to our talented team of professionals who are passionate about the drive for results and providing best in class service to our clients.

What you’ll be doing:

In this role you will work with our enterprise level clients providing troubleshooting expertise primarily in Cisco IPT solutions involving the Unified Contact Center Enterprise product suite. You will leverage your knowledge and experience with problem resolution of Cisco Call Managers, Cisco Unity, SIP and Voice Gateways including:

* SIP, MGCP and H.323 protocols

* Voice Gateway and Gatekeeper support and administration

* IP Telephony Solution Design and support



You will be responsible for:

* Ticket creation via inbound calls, emails and eservice web

* For High and Critical Cases opened via the phone setup a meeting place session and communicate out via Messenger the case details to the Support Technicians

* Assist the Technicians by updating bridge interactions between the customer and the Technician in case notes

* Reviewing existing tickets owned by Support Technicians to make sure that they are up to date and meeting SLAs. If tickets have not been updated by the Technician, engage them to remind them that they need to update/close the case

* SR Communication & Status Reporting (Update the Communication tab in Service Now making sure updates get attached to tickets)

* Configuring and supporting complex Cisco IPT solutions with Cisco Unified Call Manager, Cisco Unity Voice Mail, Cisco ICM (IPCC, CVP, and CTIOS)

* Strong experience troubleshooting Cisco Routers and Switches (2600 and 3800 series)

* Cisco CSS deployment and support experience

* UCCE (IPCC) Enterprise script, design, deployment and/or support experience

* H.323, SIP and/or MGCP deployment and support experience

* Demonstrated ability to perform complex problem isolation within

* Telecommunications infrastructures: FXO/FXS/PRI/T1/DS3 Circuits & Signaling Protocols

* Prior experience designing, administering, or supporting LAN/WAN [HSRP, QoS, VLAN’s, Bandwidth modeling] and VoIP infrastructures

* Experience configuring and troubleshooting Voice Gateways/Gatekeepers

* SQL Query Analyzer/RCD/TCD/Call Trace/Log Analysis helpful

* Cisco Emergency Responder (CER) a plus



Please email directly to our HR dept to be prioritized!



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