Jonel Lanada Email & Phone Number

Taguig, National Capital Region, Philippines

Assist on site technicians by taking calls regarding store network conversion process, store equipment checking, and remote access assistance.Assist on-site technicians/Managers on duty via call and provide resolutions by troubleshooting Host machines, UPS battery backup equipment, (MICROS POS – Point of sale store equipment), QSR kitchen equipment and monitor, Back office equipment, and other Miscellaneous store equipment which are essential to store’s business operation.Monitor store’s network operation and equipment through ping testing and remote access until store functions in its operation.Manage inbound email ticket handling about store Managers concern, create tickets incident report and ensure resolution in timely manner through email notifications and outbound calling.Ensure that the store is fully operational by checking standard operating procedure checklist verify and confirm by Manager on duty and General Manager at store.

Provide resolutions in a timely manner by troubleshooting Roku streaming devices such as Roku players, boxes, streaming sticks, Roku televisions (SD, HD, UHD, 4K) and Roku mobile application. Troubleshoot and solve issues on setting up Roku devices, physical connections, network connections (Internet connection errors), software updates, Buffering issues, and synchronization of channels from account to Roku device.Gives technical service on adding/installing Roku partnered channels such as Netflix, Hulu, HBONow etc. Provides the needs of customers about channel information available to some parts of the world.Provides information about customer’s device status, process replacement for in-warranty and out-of-warranty devices over the phone. Ensure device replacement’s correct shipping process, report lost-in-transit devices, and blacklist lost and stolen devices.Provides assistance to customers on updating their payment method online and on their devices, assist customers to navigate through the website, Answer inquiries about availability of Roku streaming devices, Roku products and accessories in system inventory. Check inquiries about availability of streaming channels and channel subscriptions from device’s or online Roku channel store. Process cancellation of account channel subscriptions, validate and process escalations of reasonable refunds on channel subscription purchased from Roku channel store if necessary and upon company’s policy.

Provide resolutions in a timely manner by troubleshooting Nook devices such as Nook e- readers, tablets, and nook mobile application. Troubleshoot and solve issues about books and magazines in digital format to make it readable and available to any customer’s owned Nook devices and applications.Provides information about customer’s device status, process replacement for in-warranty and out-of-warranty devices over the phone. Ensure device replacement’s correct shipping process, report lost-in-transit devices, and blacklist lost and stolen devices.Provides assistance to customers on updating their payment method online and on their devices, assist customers to navigate through the website, Answer inquiries about availability of digital items and devices in system inventory. Process cancellation of e-subscriptions and validate and process reasonable refunds of digital items from purchases if necessary and upon company’s policy.