Paolo Ysmael Taruc Email & Phone Number

Netherlands

United States

Interacting with customers submitting issues using the SalesForce case management tool, “My Support” using emails, voice calls, and online shared sessions/meetings• Primary customer contact for providing accurate and creative technical solutions to user problems of moderate and difficult naturetroubleshoot and resolve problems using available systems and tools, investigate potential • Interface with Subject Matter Experts, following established escalation and… Show more Interacting with customers submitting issues using the SalesForce case management tool, “My Support” using emails, voice calls, and online shared sessions/meetings• Primary customer contact for providing accurate and creative technical solutions to user problems of moderate and difficult naturetroubleshoot and resolve problems using available systems and tools, investigate potential • Interface with Subject Matter Experts, following established escalation and notification paths when necessary where the problem cannot be resolved through initial troubleshooting • Participate in a shift and ‘on-call’ roster as necessary, to provide support coverage outside of standard business hours.• Participate in the creation of and adding to Knowledge articles, Troubleshooting Guides, FAQ’s, and other related support collateral.• Act as liaison to DevOps for software issue identification and resolution• Act as liaison to Product Management for feature releases, sharing information across product skill group in advance of releases• Identify and manage Critical incidents for customer or platform outages, using established process• Provide technical evaluation and feedback loop for partners, and cultivate relationships with partner support teams• Develop and deliver training for product skill area to colleagues, partners, and customersUtilize Sales Force Case Mgmt. tool, in a customer service organization and have good understanding of cloud-based SaaS environment• Provide support in contact center environments, CTI, PBX, ACD, IVR, CRM, Telephony• Experience with VoIP communications, SIP communication protocols, and networking protocols Show less

Pasig, National Capital Region, Philippines

Pasig, National Capital Region, Philippines

Pasig City, Philippines

• Troubleshooting and supplementary adjustments to ensure best network quality of service are met for clients' satisfaction.• Attending to client requests (IP changes, contact information updates, network maintenance or enhancement requests)• Responsible for opening, tracking/ updating, and closing clients trouble tickets and live joint testing whenever necessary for faster problem rectification.• Performance monitoring, alarm monitoring and active surveillance for global… Show more • Troubleshooting and supplementary adjustments to ensure best network quality of service are met for clients' satisfaction.• Attending to client requests (IP changes, contact information updates, network maintenance or enhancement requests)• Responsible for opening, tracking/ updating, and closing clients trouble tickets and live joint testing whenever necessary for faster problem rectification.• Performance monitoring, alarm monitoring and active surveillance for global Voice-over-Internet Protocol (VoIP) networks.• Perform Carrier testing - determining voice quality, CLI delivery, Post-dial delay, ASR, ACD, checking for possible False Answer Supervision (FAS) issues.• Perform routing updates for a particular or a group of partners.• Managing interconnection for new partners (Set-up, Testing, and CDR matching) Provide assistance to Team Leader on giving managerial support to the team• Directly work with account managers to optimize route quality for partners• Attend to higher escalation requests by customer and suppliers regarding traffic and route quality• Handle hourly proactive traffic monitoring on soft switch • Provide hands-on training and support to new team members• Perform all other duties of a Voice NOC engineer• On-call support and assistance beyond business hours Show less