DE033238-Technical Support Analyst

Accenture PLC; Mandaluyong; Vor Ort; PHP 360.000 - 480.000; Vollzeit

Zusammenfassung

Accenture PLC in Mandaluyong (Metro Manila) is seeking a Customer Service Analyst to handle inbound T1/T2 technical support for residential fiber internet, performing remote diagnostics, fault resolution, and device troubleshooting. You will coordinate field dispatch when remote resolution isn’t possible, escalate to T3 with documented steps, and maintain case records in the support system.

Clear, non-technical communication and strict data privacy are required.

Qualifikationen

• Technical support experience from international telco accounts.

Aufgaben

• Handle inbound T1/T2 technical support contacts for residential fiber internet.
• 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.

Kenntnisse

Telco experience

Jobbeschreibung

---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

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

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