L1 Customer Success Agent Philippines

L1 Customer Success Agent – Philippines

Telna  Philippines (Remote)
** This position is remote for candidates specifically located in the Philippines **

Overview

Telna is seeking a full-time Customer Success Agent as an addition to our growing team. As we are a 24x7x365 operation, hours are rotational and can be days and nights.

Ability to work rotational shifts, including days and nights, with alternating schedules (e.g., 6 days on / 3 days off or 5 days on / 2 days off), as required.

Responsibilities:

The successful candidate will:

●       Provide technical and customer support via Email, Phone and Live Chat with limited supervision.

●       Maintain a high-level of product knowledge and demonstrate the product value propositions.

●       Work effectively with other departments to collaborate and focus on creating the best possible customer experience.

●       Perform routine network and infrastructure monitoring.

●       Identify trends in customer issues and requests.

●       Establishing and maintaining professional working relations with customers and colleagues.

●       Occasional (paid) on-call requirements.

Minimum Qualifications

Must Haves:

●       Fluent in English (both written and spoken).

●       Excellent written, verbal, and interpersonal communication skills.

●       Experience working remotely for global companies.

●       Strong multitasking, analytical, organizational, and time management abilities.

●       Skilled in identifying, isolating, and escalating technical issues within NOC environments.

●       Experience with GSM, GPRS/EDGE, UMTS/HSPA, LTE, Voice/Data and Messaging Platforms, Mobile Data, WAN/LAN, and TCP/IP.

●       Background in IT or NOC infrastructure operations, ensuring network, server, firewall, and asset security.

Nice to Have:

●       Experience working with Freshdesk, Zendesk, HubSpot, or equivalent ticketing system.

●       Experience working with JIRA Cloud, Monday.com, and Miro.

●       Experience with MySQL or similar database management systems

●       Intermediate experience with Excel and other Office 365 products.