JOB ID 223: CASE MANAGEMENT (AGENT LEVEL 2)

Location:

Angeles, Pampanga

Job Overview:

Case Management Service Desk Representative/TSR II is a level 2 agent who handles and validates transaction tickets from level 1 agents. Level 2 agent is the one who will do the further checking of client’s details and the actual status of the internet connection using the provided technical tools before endorsing to the level 3 department or the resolving unit. Level 2 agent will also contact the client via call to confirm the status of the internet connection.

Level 2 agent is also responsible to any escalations from the executives being sent to the viber groups. Coordination with the other departments will be done by level 2 agent to make sure to resolve any escalated concerns as soon as possible.

Responsibilities:

  • Attend daily COSM escalations via Viber group.
  • Provide assistance in checking ONU parameters (e.g. Rx, Tx, Temperature, ONU settings) using NMS tools.
  • Provide recommendation on possible solutions to solve the problem (e.g. Modem replacement, NAP or LCP Transfer or OLT change).
  • Reprovisioning using IBAS and Refresh Tool (This does not include Modem Activation, Deactivation, and BW alignment using UMP and vendor tool. Should refer SLR to IT Support for assistance).
  • For Re-Blocking (Transfer of NAP/LCP), CMSD detect the ONU in the new Port assignment, and endorsed the deletion of OLD assignment to NOC L3. Then refer SLR to IT for activation once done)
  • Attend VIP, CNOC v2.0 and other CNOC Viber escalation groups as quickly as possible.
  • Provide isolation/checking and testing using NMS tools.
  • Update tickets (Residential and VIP) based on findings and recommendations. Link tickets to master ticket if affected by an outage.
  • Advise SD if ticket should be queued to correct bucket and other support groups.
  • Reprovisioning using IBAS and Refresh Tool (This does not include Modem Activation, Deactivation, and BW alignment using UMP and vendor tools.)
  • Contacting clients via call to confirm the actual status of the internet connection.

Qualifications:

  • Must have at least 6 months to 1 year experience as TSR.
  • Attentive to details.
  • Average to Good communication skills.
  • Willing to work onsite.
  • With knowledge in Basic Troubleshooting.

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