Tier 1 Specialist

Employment: Fulltime

Shift: Shifting schedule

Work setup: 3x a week Onsite, 2x a week WFH

Job Purpose

The Data NOC Tier 1 Specialist is responsible for the management of technical customer service issues relating to repair, including but not limited to opening tickets, customer status, and the quick resolution of all customer telco related issues.

Responsibilities

• Gather all the required information (i.e. customer name, account number, circuit ID, etc.) for ticket creation.
• Open a trouble ticket and assign it to the responsible department or Carrier/supplier/vendor.
• Categorize customer’s tickets and assign it to the right department/group.
• Analyze and understand how a supported product works. Troubleshoot the customer’s problem in accordance with Service Assurance’s method of procedure.
• Ensure quality services are delivered and performed to the agreed SLA’s en...