Role Description

This is a full-time on-site role for a Technical Support handling VOIP concerns located in Quezon City. The role will involve providing technical support, troubleshooting VOIP issues, ensuring customer satisfaction, and utilizing analytical skills to resolve customer queries.

What you'll be doing

• Deliver consistent and exceptional customer service, and where possible first call resolution across all program products and services.
• Be the first point of contact for all inbound standard customer interactions and provide first level technical support via multiple channels.
• Ensure all communications are accurately and thoroughly documented into the Support Ticketing system, correctly prioritized, and categorized.
• Ensure all customer communications are proactively attended to in an effective and timely manner within customer Service Level Agreements – whilst ensuring the customer is kept informed of progress.
• Develop and maintain relevant knowledge and skills to be able to create solutions to technical/application customer problems and queries.
• Responsible for the completion of all assigned cases ensuring customer satisfaction and quality control.
• Ensure system, service records and documentation are kept up to date with any changes.
• Identify complex technical issues for escalation to Support Engineer employees and effectively use the pre-established escalation process within OLA/SLA.
• Escalate any identified standards, policies, or procedural improvements to relevant parties within the organization to enhance the current use of products or systems and reduce incoming contact channel volumes whilst keeping Management aware of any discrepancies, deficiencies, or inaccuracies.
• Contribute to the creation and updating of both customer and internal departmental documentation and knowledge, including processes and work instructions.

Must have:

• 1 year VOIP (Voice over Internet Protocol) experience (nonnegotiable)
• An understanding of IT concepts, technologies, and terminologies
• Excellent written and verbal communication skills

Why Join the A-Team?

Come for a career, stay for the fun!

(Choose the benefits that apply to this role/campaign)

? HMO Coverage from Day 1 + 2 Free Dependents upon regularization

? 25 Paid Leaves annually (12 Vacation Leaves, 12 Sick Leaves, 1 Birthday Leave)

? Fixed Dayshift — enjoy your weekends off!

? Career growth opportunities (We prioritize internal promotions!)

? Fun campaign activities and events

About us

Acquire BPO is a leading provider of business process outsourcing solutions, serving clients across a diverse range of industries. With a focus on innovation, excellence, and continuous improvement, we have established a reputation for delivering exceptional results. Our team of dedicated professionals is committed to exceeding client expectations and contributing to the success of our partners.

• Apply now and join our dynamic team!

Please refer to job description.