Customer Service Representative

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

📋 Description

• Respond to incoming calls and direct them to the relevant department according to the call tree.

• Act as the initial point of contact for customer support inquiries, including requests for SOC and Operations Engineering assistance.

• Aid customers facing issues with portal access, password resets, and login troubleshooting.

• Conduct general ticket triage by classifying, prioritizing, and routing incoming tickets.

• Record interactions, actions taken, and resolutions in Jira.

• Escalate unresolved or complicated issues to the appropriate internal teams.

• Ensure consistent coverage across 24-hour shifts, 7 days a week.

• Assist in the transition of tenants/users to Microsoft 365 Lighthouse.

• Verify user permissions and conduct password resets for Microsoft 365.

• Execute basic EDR troubleshooting, including agent updates, installations, uninstallations, and basic exclusions.

• Process and provision access requests for NextCloud, SentinelOne, and Thinkst Elastic.

• Develop Aegis integrations for new clusters.

• Contribute to rapid-response efforts in incident response.

• Provide demonstrations of the client portal and manage portal access provisioning.

• Execute reporting functions within internal portals and client ticketing systems.

• Implement IP blocks.

⛳️ Requirements

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

• Practical experience with enterprise firewall platforms such as Palo Alto, Fortinet, Cisco, or Check Point.

• Comprehensive understanding of networking fundamentals, including TCP/IP, routing, DNS, and segmentation.

• Intermediate knowledge of static and dynamic routing protocols like OSPF and BGP.

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

• Familiarity with security operations workflows and incident response protocols.

• Knowledge of SIEM tools such as Splunk, Sentinel, or QRadar.

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

• Capability to assess and respond to real-time security threats.

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

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

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

• Proficiency in Jira is mandatory.

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

• Willingness to learn and adapt to new technologies.

• Excellent verbal and written communication skills.

• Proven experience in the security industry, encompassing best practices, risk mitigation, and compliance frameworks.

• An internet speed of at least 100 Mbps with a dependable backup connection.

• Candidates must reside in the Philippines.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and career advancement.

• Access to cutting-edge technology and tools.

• Collaborative and innovative work environment.

• Health and wellness benefits.