I’m Joan, I was previously working for an in-house call center here in the Philippines as a level 3 technical support for a fibre optics in Australia. I decided to resign to try a freelancing career to have more time with my kids.
Relevant Information:
• Ability to absorb and retain information quickly
• Proven analytical and problem-solving abilities.
• Experience working in a team-oriented, collaborative environment.
• Knowledge in Atlassian JIRA Software.
• Broad knowledge using Windows Operating System/ Mac/ Fedora Linux
- Microsoft Office
Experience:
TPG – NBN Engineer (Technical Escalations Department) – Tier 3
• Handle NBN Fibre Optic escalated issues
• Maintain contact with the customers and provide timely update
• Coordinate with other departments to resolve customer concerns in timely manner
• Arrange field technician for further investigation
• Interact with departments to ensure that customer tickets are resolved quickly
• Answer internal and external phone and email inquiries in regards the escalated cases
• Technician Update
Monitor cases that have a scheduled appointment for an NBN technician.
Re-schedule appointment if needed (unresolved, incomplete and missed appointment)
Request/follow-up report of the technician if there’s no update and make sure that case managers will inform customer to avoid complain
Home phone Service Delivery Engineer (Technical Escalations Department) - Tier 3
Support for TPG ADSL/STS: ADSL2+, VULL, EVULL, IULL, TULL, DULL, Naked DSL
Process post call back installation to ensure that the newly installed services are working
Coordinate with other departments to resolve customer concerns in timely manner
Arrange/Request field technician for further investigation
Coordinate with departments to ensure that customer tickets are resolved quickly
Maintain contact with the customers and provide timely update until issue has been resolved
Answer internal and external phone and email inquiries
• Technician Dispatcher
Processes technician requests timely and accurately
Prioritizes urgent jobs and determines the needs of the customer
Dispatches work orders, relays messages, and information to and from field technicians
Monitoring field technicians workload, including pre-notification of customer and follow-up
Monitors progress of service technician and field work and make adjustments if needed
Manages, plans, and schedules work orders based on priority
Refers unresolved customer grievances and complaints to the appropriate manager for further investigation
Interpret technicians report and provide recommendation
• Technician Update
Monitor cases with a scheduled appointment for a technician
