L1 Customer Success Agent

L1 Customer Success Agent – PhilippinesTelna Philippines (Remote) ** This position is remote for candidates specifically located in the Philippines **Overview Telna is seeking a full-time Customer Success Agent as an addition to our growing team. As we are a 24x7x365 operation, hours are rotational and can be days and nights. Ability to work rotational shifts, including days and nights, with alternating schedules (e.g., 6 days on / 3 days off or 5 days on / 2 days off), as required. Responsibilities: The successful candidate will:Provide technical and customer support via Email, Phone and Live Chat with limited supervision.Maintain a high-level of product knowledge and demonstrate the product value propositions.Work effectively with other departments to collaborate and focus on creating the best possible customer experience.Perform routine network and infrastructure monitoring. Identify trends in customer issues and requests.Establishing and maintaining professional working relations with customers and colleagues.Occasional (paid) on-call requirements.Minimum Qualifications Must Haves:Fluent in English (both written and spoken).Excellent written, verbal, and interpersonal communication skills.Experience working remotely for global companies.Strong multitasking, analytical, organizational, and time management abilities.Skilled in identifying, isolating, and escalating technical issues within NOC environments.Experience with GSM, GPRS/EDGE, UMTS/HSPA, LTE, Voice/Data and Messaging Platforms, Mobile Data, WAN/LAN, and TCP/IP.Background in IT or NOC infrastructure operations, ensuring network, server, firewall, and asset security. Nice to Have:Experience working with Freshdesk, Zendesk, HubSpot, or equivalent ticketing system.Experience working with JIRA Cloud, Monday.com, and Miro.Experience with MySQL or similar database management systemsIntermediate experience with Excel and other Office 365 products.