DE033238-Technical Support Analyst

Accenture in the Philippines; Mandaluyong; On-site; PHP 335,000 - 536,000; Full time

Job summary

Accenture in the Philippines is seeking a Customer Service Analyst to provide Tier 1/2 technical support for residential fiber internet customers. The role focuses on remote diagnostics, fault resolution, and clear communication with customers in non-technical language.

You will coordinate field dispatch when remote resolution is not possible and ensure strict adherence to privacy and regulatory requirements.

Qualifications

• Experience providing technical support to residential fiber or internet customers.
• Ability to diagnose remotely and resolve issues with first-contact resolution where possible.

Responsibilities

• Handle inbound T1/T2 technical support contacts for residential fiber internet customers.
• Conduct structured remote diagnostics across fiber connectivity, CPE devices, and access layer components to identify fault root causes.
• Coordinate field dispatch for unresolved cases and ensure accurate fault documentation.
• Escalate advanced faults to T3 with context of steps taken and observations.
• Manage case documentation in the support management system with accurate diagnostics and escalation details.
• Communicate technical findings in non-technical language to customers.
• Adhere to data privacy and regulatory requirements on every interaction.
• Meet workstream SLAs, KPIs, and quality targets defined by the engagement.

Skills

Technical support

International telco accounts

Tools

Remote diagnostics tools

Job description

ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE - POSITION TITLE: Customer Service Analyst WORK SETUP: Return to Office RESPONSIBILITIES:

• Handle inbound T1/T2 technical support contacts for residential fiber internet customers transferred from the automated contact layer, covering remote diagnostics, fault resolution, and device troubleshooting.
• Conduct structured remote diagnostics across fiber connectivity, CPE devices, and access layer components to identify fault root causes and achieve first-contact resolution wherever possible.
• Coordinate field dispatch for cases that cannot be resolved remotely, ensuring accurate fault documentation and diagnostic findings are communicated to the field team.
• Escalate advanced technical faults to T3 analysts with structured diagnostic context, clearly documenting steps already taken and observations made.
• Manage all case documentation in the technical support management system, recording diagnostic steps, resolution outcomes, and escalation details accurately.
• Communicate technical findings and resolution steps clearly to customers in non-technical language throughout the interaction.
• Adhere to all data privacy, confidentiality, and regulatory compliance requirements on every interaction.
• Meet workstream SLAs, KPIs, and quality targets as defined by the engagement.

OTHERS

Project Shift Schedule: Rotation Project Rest Day: Rotation Project/Team Location: Mandaluyong, Robinsons Cybergate Tower 2

SKILL AND QUALIFICATIONS

• Technical support experience from international telco accounts