PEAKE Technology Partners

Call Center Representative

• Answer inbound calls, emails, and chat requests promptly and professionally, ensuring a positive customer experience.
• Troubleshoot and resolve technical issues related to website access, browser functionality, peripheral device configuration, and general IT inquiries.
• Provide clear, step-by-step guidance to customers to resolve their issues, ensuring a high first-call resolution rate.
• Maintain accurate and detailed records of customer interactions, resolutions, and follow-ups in the CRM system.
• Participate in ongoing training and development sessions to stay updated on new technologies and troubleshooting techniques.
• Meet or exceed performance metrics, including average handle time, customer satisfaction scores, and adherence to schedules.
• Identify and escalate recurring technical issues to the PH Lead for further investigation and resolution.

Call Center Technician

Security Analyst

• Monitor and manage all security-related tickets in ConnectWise.
• Reference and update IT Glue documentation.
• Process whitelist and blacklist requests in Proofpoint.
• Track, analyze, and respond to SentinelOne alerts.
• Review and act on alerts from the Security Operations Center (SOC).
• Run regular vulnerability scans and analyze results.
• Implement remediation actions, including patching vulnerabilities.
• Maintain accurate documentation in ConnectWise and IT Glue.
• Coordinate with internal teams and the U.S. Lead Security Analyst.