Customer Service Technical Support

AireSpring; Pasig; On-site; PHP 446,000 - 536,000; Full time

Job summary

AireSpring is seeking a Customer Service Technical Support specialist in Pasig, Philippines to be the first line of contact for customers, handling inquiries, creating tickets, and performing basic troubleshooting. You will use aireMonitor and aireReboot to diagnose and resolve issues while escalating complex problems to higher levels.

The ideal candidate has 1 year of MSP or related customer service experience, strong English communication, and a solid foundation in networking basics and

Qualifications

• High school diploma or equivalent required; Associate's or Bachelor's degree in IT, CS, or related field preferred.
• Minimum 1 year of customer service, technical support, help desk, service desk, call center, or MSP experience.
• Strong verbal and written English communication skills.
• Ability to manage multiple customer interactions in a fast-paced environment.
• Basic understanding of networking concepts including TCP/IP, WAN/LAN connectivity, Internet services.
• Experience performing basic troubleshooting such as ping and traceroute tests.
• Strong customer service and problem-solving skills.
• Ability to follow documented procedures and escalation processes.
• Proficiency with Microsoft Office applications.

Responsibilities

• Answer inbound customer support calls professionally and promptly.
• Create and update customer trouble tickets in the ticketing system.
• Communicate issue status and next steps to customers.
• Perform initial service reviews using monitoring tools (airesMonitor).
• Open carrier tickets and notify customers of outages.
• Remotely reboot devices using aireReboot while customers are on the line.
• Conduct basic troubleshooting (connectivity checks, ping, traceroute, network diagnostics).
• Document relevant troubleshooting information for escalation.
• Escalate complex issues to higher level support teams.
• Maintain accurate records of all interactions and SLAs.
• Collaborate with internal teams to resolve issues quickly.

Skills

Customer service

English communication

Multitasking

Networking basics

Troubleshooting basics

Microsoft Office

Education

High school diploma

Associate/Bachelor in IT

Tools

Salesforce Service Cloud

SolarWinds

Ticketing systems

NOC monitoring tools

Job description

• Compensation: PHP 40,000 - PHP 48,000 - monthly

Company Description

AireSpring is a leading Provider of Cloud Communications, Managed Connectivity and Managed Security which has earned its stellar reputation by taking service and support to the next level, delivering an award-winning customer experience that far exceeds the industry standards. AireSpring has delivered 25 years of outstanding service to its rapidly rising base of national and global customers, while growing organically and remaining debt free.

As the trusted provider to over 22,000 enterprise locations worldwide, our mission is to help our clients connect and communicate easily. We aim to delight our customers and partners by providing personalized, outstanding service.

The company has built a solid reputation of integrity, reliability and dependability with its channel partners, end-user customers and technology partners.

We have received more than 100 coveted industry awards including "Product of the Year- SD-WAN and UCaaS", "Excellence in Customer Service", "Unified Communications Excellence", "Best in Show," "Best Telecom Deal" and "Top Channel Program".

Job Description

The Customer Service Technical Support serves as the first point of contact for customers seeking technical assistance and support. This role is responsible for handling inbound customer inquiries, creating and managing support tickets, performing basic troubleshooting, and communicating service updates. The analyst will conduct initial triage and resolve routine issues while escalating more complex problems to higher support tiers as needed.

Essential Duties and Responsibilities

• Answer inbound customer support calls in a professional and timely manner.
• Create, document, and update customer trouble tickets accurately within the ticketing system.
• Communicate effectively with customers regarding issue status, next steps, and resolution progress.
• Perform initial service reviews using monitoring tools, including aireMonitor.
• Review service status and provide customers with findings when services are operating normally.
• Open carrier tickets and notify customers when monitoring tools indicate a service outage.
• Access and utilize the aireReboot platform to remotely reboot broadband modems while customers are on the line.
• Perform basic troubleshooting activities, including:
  • Connectivity checks
  • Ping tests
  • Traceroute testing
  • Basic network diagnostics
• Gather and document relevant troubleshooting information to support escalation when necessary.
• Escalate unresolved or complex technical issues to a higher level support teams following established procedures.
• Maintain accurate records of all customer interactions and support activities.
• Meet established service level agreements (SLAs) and customer service standards.
• Collaborate effectively with internal teams to ensure timely issue resolution.
• Carrier and LEC ticket management follow up and escalations

Qualifications

Required

• High school diploma or equivalent required; Associate's or Bachelor's degree in Information Technology, Computer Science, or related field preferred.
• Minimum 1 year of customer service, technical support, help desk, service desk, call center, or MSP experience.
• Strong verbal and written English communication skills.
• Ability to manage multiple customer interactions in a fast-paced environment.
• Basic understanding of networking concepts, including:
  • TCP/IP
  • WAN/LAN connectivity
  • Internet services
• Experience performing basic troubleshooting such as ping and traceroute tests.
• Strong customer service and problem-solving skills.
• Ability to follow documented procedures and escalation processes.
• Proficiency with Microsoft Office applications.

Preferred

• Experience working in a Managed Service Provider (MSP) environment.
• Experience using Salesforce Service Cloud or Salesforce ticketing systems.
• Experience using SolarWinds monitoring and network management solutions.
• Familiarity with service monitoring platforms and remote support tools.
• Knowledge of broadband, telecom, or managed network services.
• Experience with ticket management systems and incident tracking.
• Exposure to network monitoring, service desk operations, or NOC environments.
• Customer Focus
• Communication Skills
• Attention to Detail
• Technical Aptitude
• Problem Solving
• Teamwork
• Time Management
• Documentation Accuracy

This role is ideal for someone who can provide excellent customer communication, perform initial triage and basic troubleshooting, and efficiently route or escape issues while delivering a positive customer experience.