Vocus SMB Tech Support

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

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

We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:

• 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

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Name:
Date:

Signed by Acquire Intelligence

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