24/7 Answering Service Agent ID - 1906

This is a remote position.

**PLEASE CAREFULLY READ ALL THE DETAILS BEFORE APPLYING***


JOB TITLE: 24/7 Answering Service Agent

RATE: PHP 157 per hour

Work Type: Full-time, Remote/WFH

Working Hours: After Hours (Day Shift)

Candidate location: Preferably from BAGUIO CITY

Start Date: TBD


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Job Summary:

We are seeking a professional and detail-oriented 24/7 Answering Service Agent to provide exceptional customer support for our Managed Service Provider (MSP) clients. The ideal candidate will be the first point of contact for clients, addressing their IT-related concerns, routing service requests, and ensuring seamless communication.


Key Responsibilities:

  • Handle Inbound Calls: Answer and route incoming calls professionally, ensuring prompt resolution or escalation based on client protocols.

  • Ticket Creation and Management: Accurately document client issues in ticketing systems and assign them to the appropriate teams.

  • Incident Escalation: Identify urgent issues and escalate them to on-call technicians or management as per established procedures.

  • Client-Specific Support: Follow tailored instructions and protocols for each client, including accessing ticketing systems, providing basic troubleshooting, or dispatching technicians.

  • Communication: Maintain clear and effective communication with clients, technicians, and internal teams to ensure resolution of issues.

  • Monitoring: Continuously monitor incoming queues (calls, emails, and chat)

  • Documentation: Update logs and maintain accurate records of all interactions, including resolutions and follow-ups.

  • After-Hours Coverage: Provide consistent support during non-business hours, including nights, weekends, and holidays.


Required Skills and Qualifications:

  • Technical Knowledge: Basic understanding of IT and networking concepts; ability to learn client-specific systems and tools quickly.

  • Communication Skills: Excellent verbal and written communication skills; able to simplify technical information for non-technical users.

  • Multitasking: Ability to manage multiple tasks in a fast-paced environment while maintaining attention to detail.

Preferred Experience:

  • 1-2 years in a technical support or MSP-related role.

  • Familiarity with remote desktop tools and basic troubleshooting procedures.

Other Requirements:

  • Availability to work flexible shifts, including weekends and holidays.

  • Reliable internet connection and a quiet work environment.

Compensation and Benefits:

  • Hourly Rate: 157

  • Ongoing training and career growth opportunities.

  • Work-from-home

 

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