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.
Skills: internet protocol suite (tcp/ip),zendesk,english,gsm,network operations center (noc),mobile data,voice over ip (voip),hubspot,data,lte,mysql,freshdesk,lan-wan,general packet radio service (gprs)
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