Overview
Network Operations Customer Support Agent Jobs in Philippines at Simbase
Title: Network Operations Customer Support Agent
Company: Simbase
Location: Philippines
We are seeking a skilled and proactive Network Operations Customer Support Agent to join our team. The ideal candidate will be responsible for providing technical support and managing network operations to ensure seamless connectivity and optimal performance for our customers. This role requires excellent communication skills, technical expertise, and the ability to work in a fast-paced environment.
Key Responsibilities:
- Customer Support: Provide first-line support to customers by addressing connectivity-related inquiries and issues via phone, email, and ticketing systems. Ensure timely and effective resolution of customer concerns strictly respecting SLAs set for each customer.
- Troubleshooting and Diagnostics: Assist customers in troubleshooting their IoT connectivity issues – Utilize the tools that are available to investigate issues and provide guidance on device configuration & account setup.
- Collaboration and Coordination: Work closely with cross-functional teams, including higher management, to escalate and resolve complex issues. Coordinate with external partners and service providers to facilitate issue resolution.
- Documentation and Reporting: Maintain accurate and up-to-date documentation making sure that any new addition or change is highlighted.
- Continuous Improvement: Stay updated on the latest industry trends and technologies. Contribute to the development of best practices and process improvements within the Support organization.
Qualifications:
- Proficiency in supporting IoT connectivity customers
- Familiar with concepts like IP address, Private Networks, IPSec, DNS – what they are and how they work.
- Strong troubleshooting and problem-solving skills with the ability to perform network diagnostics and testing.
- Excellent verbal and written communication skills in English (C1 level or higher).
- Experience with ticketing systems and customer support processes.
- Ability to work in a 24/7 support environment, including participation in on-call rotations.
- Strong organizational skills and the ability to manage multiple tasks simultaneously.
Preferred Qualifications:
- Relevant certifications in networking or related fields.
- Experience with network security and firewall configurations.
- Familiarity with network monitoring and management tools.
- Experience in configurating IPSec tunnels.
- Experience with IoT and Cellular connectivity.
Join our team and be part of an exciting and challenging environment where you can grow your skills and make a significant impact on our customers' network operations. Apply today!
