DE033238-Technical Support Associate

Accenture in the Philippines; Mandaluyong; On-site; PHP 240,000 - 360,000; Full time

Job summary

Accenture in the Philippines is seeking a technical support specialist to handle inbound T1/T2 contacts for residential fiber internet customers in Mandaluyong. You will perform structured remote diagnostics, coordinate field dispatch when needed, and escalate complex issues to T3 with clear context.

The role requires delivering clear, non-technical explanations to customers while maintaining strict data privacy and meeting SLAs and quality targets. Rotation shifts at Mandaluyong location.

Qualifications

• Technical support experience from international telco accounts.

Responsibilities

• Handle inbound T1/T2 technical support for residential fiber internet customers.
• Perform structured remote diagnostics on fiber connectivity, CPE devices, and access components to identify root causes.
• Coordinate field dispatch for unresolved remote cases and document diagnostic findings for the field team.
• Escalate complex faults to T3 with clear diagnostic context and prior steps.
• Maintain accurate case documentation in the support management system, including steps, outcomes, and escalations.
• Explain technical findings and resolution steps to customers in non-technical language.
• Adhere to data privacy, confidentiality and regulatory requirements in every interaction.
• Meet defined SLAs, KPIs and quality targets for the engagement.

Skills

Technical support

Job description

Job Description

ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE

• 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

Technical support experience from international telco accounts

Requirements