Responsible for supporting the telecommunications infrastructure that enables seamless connectivity between the contractor's environment and the client's network. Ensures reliable customer voice call routing, secure remote access to enterprise systems, and compliance with technical requirements for contact center operations.
Key Responsibilities
- Support and maintain telecommunications connectivity between the contractor's infrastructure and the client's network.
- Ensure uninterrupted routing of customer voice calls through the client's call routing environment.
- Maintain secure remote access to enterprise applications, systems, and data.
- Configure and support Computer Telephony Integration (CTI) connectivity in accordance with client technical specifications.
- Monitor network connectivity and troubleshoot voice, network, and system access issues.
- Coordinate with technical teams to resolve connectivity and infrastructure-related incidents.
- Perform routine testing and maintenance to ensure system availability and optimal performance.
- Maintain technical documentation and ensure compliance with security, operational, and connectivity standards.
- Support business continuity by ensuring the contractor's site functions effectively as an extension of the client's network.
Qualifications:
- At least an Associate Degree graduate or equivalent.
- Minimum of six (6) months customer service experience in the BPO industry
- Willing and able to work onsite at Vertis North, Quezon City.
- Strong verbal and written communication skills.
- Basic computer proficiency and ability to navigate multiple applications.
- Excellent problem-solving and customer service skills.
- Ability to work in a fast-paced, team-oriented environment and on shifting schedules, including weekends and holidays, if required.
