Company Overview
Fusion BPO Services delivers multilingual customer support, call center, outsourcing, and consulting services to businesses across the globe.
Fusion has a team of 14, 000+ professionals working from across 10 Countries and 22 locations in the world.
Job Summary
The Call Center Agent
- Technical shall be responsible for hotline numbers coverage, providing the initial first response to customers of Check Point.
On each call, the specialist is required to triage the case by severity, customer request type, and the relevant issue type.
Incoming call types vary between urgent Critical Case calls and simple customer updates, each requiring a different approach and sense of urgency.
Job Duties & Responsibilities
Provide 24 / 7 / 365 coverage for Check Point front line.
Triage incoming customer calls:
A.
New case:
Create new case
Understand the current impact on the customer's environment
Assign the new case to the right team
Hot transfer in case of Critical/Political issues.
B.
Existing Case:
Provide case updates to the customer
Update the case with any new customer request
Understand if there was any change to the impact on the customer's environment
Contact the case owner / relevant team
Hot transfer in case of Critical/Political issues.
Qualifications
Customer-oriented with good verbal and non-verbal skills.
Soft skills ?
well adaptive to different customers (global coverage) and with excellent communication skills
Technical orientation with Check Point products
Minimum Qualifications
At least SHS graduate
IT Graduates are welcome to apply
At least 6 months of Technical Account or Service Desk Experience
Good to excellent communication skills - verbal and written
Willing to work on-site
Can start ASAP
JOIN US today and enjoy the following benefits:
HMO with Dental coverage + FREE dependent
Exciting performance-based incentives
Nightshift differentials
Career development
Life insurance program
Free Shuttle Service
Quarterly team-building activities
Government benefits and salary package from day one
Familial environment
Location:
7th floor, Robinson's Cybergate, Fuente Osmeña, Cebu City.