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Buscojobs; Metro Manila; On-site; PHP 400,000 - 600,000; Full time

Job summary

A leading tech support company in Metro Manila seeks a Technical Phone Support Specialist to provide exceptional customer service and technical assistance for internet services. Ideal candidates should have at least 6 months of experience in customer service, excellent communication skills, and the ability to work in a fast-paced environment. This role offers opportunities for career growth and a flexible schedule.

Benefits

Work-life balance

Professional development opportunities

Qualifications

• At least 6 months to 1 year of experience in technical support or customer service.
• Strong drive for career growth and development.
• Flexible and available for a shifting schedule.

Responsibilities

• Provide Level 1 support and troubleshoot service issues.
• Document customer interactions accurately in the ticketing system.
• Endorse and escalate complex issues to Network Engineers.

Skills

Excellent verbal and written communication

Problem-solving abilities

Critical-thinking skills

Ability to multitask

Job description

Overview

The Technical Phone Support Specialist will provide excellent customer service and basic technical assistance to our end clients experiencing issues with internet services. The ideal candidate will have effective communication abilities and a customer-first approach to basic troubleshooting and proper endorsement to Network Engineers.

The RISE mission is to Accelerate Internet for the Philippines by focusing on the overall customer experience, providing excellent internet services, and creating a positive impact on our partners and their industries. We serve business and wholesale customers in Cebu, Manila, and Davao, across industries such as real estate, IT, and business process outsourcing. We collaborate with Pathfinders to maintain a benchmark installation time for business clients and operate GetaFIX and Open Access Network to improve content delivery and connectivity.

We foster a performance-based culture with regular check-ins and quarterly performance reviews, promote work-life balance, and support professional development through training and conferences.

Responsibilities

• Serve as Level 1 support, answering inbound customer calls and providing basic technical assistance for troubleshooting service issues (e.g., device status checks, fiber break identification, basic troubleshooting steps, network issue awareness, and circuit information).
• Identify connectivity problems reported by the customer and capture them completely for transfer to Network Engineers or Field Engineers as needed.
• Document customer interactions, issue resolutions (if applicable), and follow-up steps accurately in the ticketing system.
• Perform outbound calls to clients to provide updates on the status of their reported issues when needed.
• Endorse and escalate complex issues to Network Engineers.
• Maintain professional and courteous communication with customers at all times.
• Ensure timely follow-ups on unresolved issues to enhance customer satisfaction.

Qualifications

• At least 6 months to 1 year of experience in technical support, helpdesk, or customer service.
• A strong drive for career growth and development.
• Excellent verbal and written communication skills to interact effectively with customers.
• Problem-solving and critical-thinking abilities to diagnose and troubleshoot issues efficiently.
• Ability to multitask and adapt in a fast-paced support environment while maintaining accuracy and professionalism.
• Flexible and available for shifting schedule.

Hiring Process

Our team recognizes the importance of your candidacy and aims to provide a timely, efficient, and direct application experience. Your application will be carefully reviewed and processed promptly.

Privacy Statement

RISE is committed to protecting your personal information. Your information may be collected, used, and shared with third party service providers to serve the RISE recruitment process, including processing of data by third parties where required. Your information shall be held only as long as necessary and will be processed in accordance with applicable data privacy law and our privacy policy available at the RISE Privacy Policy. By clicking Apply, you acknowledge that you have read the privacy policy and understand your rights to access, correct, or withdraw your information at any time.