Experience Customer and IT Support

WHAT WE PREFER:
Someone with at least 3 years of IT support experience, handling tickets, and customer service

What you will do:
Service Tickets: Check the board every 15-30 minutes for new tickets.
Follow-Up: Escalate and follow up on tickets with carriers; Out of Service (OOS) follow-up every hour, all other issues every 2-3 hours.
Network Installs: Manage network installs; fiber follow-up every 2-3 weeks, other jobs follow-up twice a week.
Sales and New Jobs: Add paperwork to TP, update trackers, confirm sales sent to Intelisys.
Customer Inquiries: Respond within 24 hours.
Quote Requests: Submit to Lumen wholesale.
Meeting Participation: Attend and participate in cut meetings if applicable.
Carrier Disconnects: Provide direction on carrier disconnects.

Success Looks Like:
Customers should not need to follow up for status updates after opening a ticket or contacting you.
Provide proactive follow-up with carriers on network jobs and keep customers updated.
Achieve positive responses in customer surveys.

BENEFITS:
7 USD per hour but willing to raise to 8 for the right person
Paid Time Out/Holidays after probation
Reimbursement of SSS, Pag-ibig, Philhealth after probation