Mark Anthony Ignacio Email & Phone Number

Philippines

• Ticketing responses• Live chatTier I agents work the highest volume of tickets. T1’s main job is to try to solve cases themselves via email and live chat without escalating to higher Tiers. This keeps the higher Tiered agents free to work on more complicated cases or ones that need special access or attention. Example tickets that T1 is handling daily include shipping issues, order issues, order modification/cancellation requests, general product knowledge and information, straightforward RMA inquiries, etc.Additionally, T1 agents may be involved in special projects from time to time (outside of handling tickets).

Calgary, Alberta, Canada

Primarily works as remote technical support specialist:• Primary responsible in monitoring and attending to MSP/N-Able open tickets.• Setting up and maintaining VOIP PBX systems (3cx, Yeastar, FusionPbx, etc)• Setup and supports Microsoft Office365• Providing support for Smart Building technology(Akuvox, CDVI, DNAfusion)• Troubleshooting remotely desktop/laptop, server hardware and software, printer, and webcam• Redirect or escalate issues appropriately when needed• Support basic network, router and firewall setup• Prepare website for development and do the launching part• Handling Active Directory, OpenVPN, Hikvision,• Basic settings for Windows server

Oversee the daily radio operation of the radio station

Roles and Responsibilities:1. Provide hardware and software supports for Dell small and medium business for different system such as laptop, desktop, printer, projector, monitors, and handheld devices through chat, phone and email2. Logs and tracks tickets using problem management database and maintains history records and related problem documentation3. Perform troubleshooting to isolate system problems caused by hardware failure and process replacement of damaged part(s) when needed4. Assist customer in troubleshooting and solving software problems regarding Windows Operating system(XP, VISTA, Win7, Win8) and other Dell pre-install software5. Assist customer thru phones in reinstalling Windows, Microsoft Office, Anti-virus, browser6. Knowledge of Active Directory and TeamViewer7. Perform and provides sales support for customers and handle escalation outbound calls for Dell XPS and Corporate business group 8. Assist in training of new hires

• Customer Care Consultant (Senior CCC) - Technical Department Senior Technical Consultant is a position of expertise and excellence. He or she is expected to exceed the performance standards of the position. The Senior Technical Consultant must have the right mindset, right set of values, focus and dedication to deliver world-class customer service and also be a mentor to his co-workersRoles and Responsibilities:1. Technical resource person that assist other members of the team in their tasks. 2. Develops a good customer relation by providing technical assistance to AOL members/customers through online chat. 3. Do researches about troubleshooting techniques to enhance computer repair knowledge.4. Conduct on-site training for other employees in different locations5. Provide mentoring of new hires to keep them up to speed