Customer Service Front Line

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Act as the primary contact for customer support inquiries.

• Help customers with issues related to portal access, including password resets and troubleshooting login problems.

• Elevate unresolved or complicated issues to the relevant internal team.

• Record all interactions and their resolutions in Jira.

• Ensure consistent coverage across 24-hour shifts, seven days a week.

• Assist in transitioning tenants/users to Microsoft 365 Lighthouse.

• Conduct basic EDR troubleshooting.

• Manage and fulfill access requests for NextCloud, SentinelOne (S1), and Thinkst Elastic.

⛳️ Requirements

• Over 3 years of experience in network security or firewall engineering, ideally within an MSSP/MDR setting.

• Practical experience with enterprise firewall systems (e.g., Palo Alto, Fortinet, Cisco, Check Point).

• Solid understanding of networking principles (TCP/IP, routing, DNS, segmentation).

• Intermediate proficiency in static and dynamic routing protocols, such as OSPF and BGP.

• Intermediate experience with troubleshooting end-to-end network connectivity.

• Familiarity with security operations workflows and incident response protocols.

• Knowledge of SIEM tools (Splunk, Sentinel, QRadar, etc.).

• Experience with VPNs, IDS/IPS, and network traffic analysis.

• At least 2 years of experience in an IT support position.

• Background in technical support and customer service within a BPO environment.

• Minimum of 2 years managing U.S.-based clients/customers.

• Proficiency in Jira is mandatory.

• Strong problem-solving abilities and capacity to perform under pressure.

• Willingness to learn and adapt to new technologies.

• Excellent verbal and written communication skills.

🏝️ Benefits

• Health insurance.

• Retirement plans.

• Professional development opportunities.

• Flexible work arrangements.