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AireSpring is an award-winning provider of Cloud Communications and Managed Connectivity Solutions. AireSpring provides next-generation communications solutions including AireContact®, AirePBX® - Business VoIP Phone Systems, SIP Trunking, MPLS, and Dedicated Internet Access. 

AireSpring has received numerous third-party industry awards: "Product of the Year", "Best Telecom Deal,"  "Best in Show," and "Top Channel Program." 

AireSpring is a privately held, debt-free, and renowned in the industry for delivering a broad range of innovative cloud communication and connectivity solutions at competitive rates

RESPONSIBILITIES INCLUDE: 

• Lead and coach a team of 5 Tier 1 Telecom Technicians

• Prepare, analyze, and understand repair center reporting metrics to motivate team in order to achieve quarterly objectives goals (OKR’s)

• Inbound/outbound technical call handling on ACD

• Create, document, and review internal trouble tickets and carrier tickets

• Identify areas where corrective action is needed and take action as required

• Accurately and clearly document tickets via our internal ticketing system

• Work with customers via email, chat, and phone to resolve technical telecom related issues

• Handle customer and internal escalations effectively

• Convey and ensure seamless interaction and consistent business practices between the Philippines and US repair team

• Determine the appropriate actions in order to work a service issue to completion and/or provide direction to the team

• Manage and prioritize the team’s ticket and work load in order to meet target resolution times

• Provide a professional and courteous customer service experience

• Manage multiple issues simultaneously in high pressure environment where change is common and multitasking is expected

• Place follow-up calls to clients on escalated technical issues and system status updates until the issue has been resolved to the client's satisfaction and use interpersonal skills to build strong relationships. 

• Troubleshoot source of problems (hardware, software, user, etc.) and advise on appropriate action for resolution

• Provide technical support to internal team and external customers. 

• Oral and verbal skills required to interact with all levels of management up to and including the CEO

• Work well with other departments to help create synergies and convey a strong sense of teamwork

   

• Position requires a minimum of four (4) years previous job-related experience.  

• 2+ years experience supervising or leading a technical team of 4 members or more

• 4+ years providing excellent customer service and repair technician skills within a technical organization 

• 4+ years of experience researching and troubleshooting Telecom repair issues within a timely manner 

• Self starter

• Strong interpersonal skills with excellent verbal and written communications skills

• Analytically and logically minded

• Basic Understanding of call center metrics including ASA, ATT, MTTR’s, and other measurable objectives

• Working knowledge of LAN/WAN, Data, Internet, Voice, Video and VoIP technologies

• Working knowledge of TCP/IP protocols

• Working knowledge of VoIP/SIP/MPLS

• Familiarity with CPE such as Cisco/Adtran/Juniper

• Basic understanding of the OSI Model Layer with focus on Layer 1 and 2

• Understanding of Originating and Terminating Call Flows

• Advanced troubleshooting skills 

• Prior experience with TDM circuits, legacy ILEC and CLEC networks a plus

• Leadership abilities 

• Must be able to do shift work on nights and weekends 24x7x365

• Excellent attention to detail and note taking

• Ability to communicate clearly, effectively, and professionally

• Familiar with SIP (Session Initiated Protocol) and RTP (Real-time Transport Protocol)

• Any Cisco or Adtran Network Certifications are a plus

• LAN/WAN, router, and firewall technologies a plus

• CODECS (G711, G729) a plus