24/7 Answering Service Agent

This is a remote position.

**PLEASE CAREFULLY READ ALL THE DETAILS BEFORE APPLYING***

JOB TITLE: 24/7 Answering Service Agent

RATE: PHP 157 per hour

Work Type: Full-time, Remote/WFH

Working Hours: After Hours (Day Shift)

Candidate location: Preferably from BAGUIO CITY

Start Date: TBD

Job Summary:

We are seeking a professional and detail-oriented 24/7 Answering Service Agent to provide exceptional customer support for our Managed Service Provider (MSP) clients. The ideal candidate will be the first point of contact for clients, addressing their IT-related concerns, routing service requests, and ensuring seamless communication.

Key Responsibilities:

• Handle Inbound Calls: Answer and route incoming calls professionally, ensuring prompt resolution or escalation based on client protocols.
  

• Ticket Creation and Management: Accurately document client issues in ticketing systems and assign them to the appropriate teams.
  

• Incident Escalation: Identify urgent issues and escalate them to on-call technicians or management as per established procedures.
  

• Client-Specific Support: Follow tailored instructions and protocols for each client, including accessing ticketing systems, providing basic troubleshooting, or dispatching technicians.
  

• Communication: Maintain clear and effective communication with clients, technicians, and internal teams to ensure resolution of issues.
  

• Monitoring: Continuously monitor incoming queues (calls, emails, and chat)
  

• Documentation: Update logs and maintain accurate records of all interactions, including resolutions and follow-ups.
  

• After-Hours Coverage: Provide consistent support during non-business hours, including nights, weekends, and holidays.
  

Required Skills and Qualifications:

• Technical Knowledge: Basic understanding of IT and networking concepts; ability to learn client-specific systems and tools quickly.
  

• Communication Skills: Excellent verbal and written communication skills; able to simplify technical information for non-technical users.
  

• Multitasking: Ability to manage multiple tasks in a fast-paced environment while maintaining attention to detail.
  

Preferred Experience:

• 1-2 years in a technical support or MSP-related role.
  

• Familiarity with remote desktop tools and basic troubleshooting procedures.
  

Other Requirements:

• Availability to work flexible shifts, including weekends and holidays.
  

• Reliable internet connection and a quiet work environment.
  

Compensation and Benefits:

• Hourly Rate: 157
  

• Ongoing training and career growth opportunities.
  

• Work-from-home